EXPECTATION AND PERCEPTION ON QUALITY OF HEALTH SERVICES AT POLICLINIC BPK RI
DOI:
https://doi.org/10.46827/ejsss.v0i0.173Sažetak
The objectives of research were to measure average of expectation level on service quality dimension, to measure perception average level on service quality dimension, and to identify the differences of average levels between expectation and perception on service quality dimension, 4) to measure gap services quality (The difference in average size of expectation and perception) on service quality dimension, 5) to identify the correlation or the link between expectation and perception on every dimension of service quality at Policlinic BPK RI, 6) also to identify the difference between the expectation average level and the perception average level in a range period of time. This type of research is an analytic with cross sectional design. The subject of this research is patients at Policlinic BPK RI (n=96). Instrument research, SERVQUAL questioner which adopted from Parasuraman model with five dimensions, they are reliabilities, response force, warranty, empathy, physical evidence which all have been tested by several hospital researches and proven valid and reliable. The questioner used Likert scale with 7 levels; from the lowest level strongly disagree to the highest very agree with total 22 questions of that five dimensions mentioned earlier. The statistic test used is Paired Sample T test and Correlation test. Probability and significance > 0,05, therefore H0 accepted. If the Probability and significance < 0,05, then H0 denied. The researcher finally found that Mean of expectation (20,99), mean perception (18,94), shown there was a significant difference between expectation and perception in service quality dimension, with a thorough significance < 0,05, there was a correlation or link with quality service dimension comprehensively significance < 0,01. Furthermore, there was no considerable difference found on expectation and perception measurements in three different periods, significance >0,05. As the conclusion, there is a difference between expectation and perception on service quality dimension that results a gap service quality. There is a correlation or link in service quality dimensions, when a gap services quality occurs in one dimension, will affect the other services quality dimension. In addition, there was no significant difference when patients at Policlinic BPK RI value either expectation or perception in three different periods of time.
Article visualizations:
Reference
Asubonteng, P., McCleary, J., Swan, E. (1996) A Critical Review of Service Quality. Journal of Services Marketing Vol 10 Issue 6: 62-81.
Browers M. R., Swan J. E., Koehler, W. F. (1994) What Attributes Determine Quality And Satisfaction With Health Care Delivery? Health Care Management Review. Vol. 19 Issue 4: 49-55.
Boulding, Wiliam, Kalra, A., Staelin, R., Zeithaml (1993) A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research Vol 30: 7-27.
Chandra, G. & Tjiptono, F. (2005) Service, Quality & Satisfaction. Yogyakarta: Penerbit ANDI.
Diana, A. & Tjiptono. F. (2003) Total Quality Management. Yogyakarta: Penerbit ANDI.
Dahlan, M. (2006). Perhitungan Besar Sampel. Jakarta:Penerbit PT ARKANS.
Jay. D., Lindquist, Paul. M., Lane. (1988) Hospital Choice: A Summary of the Key Empirical and Hypothetical Findings of the 1980’s. Journal of Health Care Marketing
Kanuk, L. L., & Schiffman, L. (2007) Perilaku Konsumen. 7th ed. Indonesia: PT Intan Sejati Klaten.
Louis M., Capella, Susan L., Taylor S. L. (1996) Hospital Outshopping: Determinant Attributes and Hospital Choice. Health Care Management Review.
Mandala, D. (2007) Harapan dan Persepsi Kualitas Jasa dan Keselamatan Pasien di Rawat Jalan RSUD Johanes Kupang NTT. Tesis UGM.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988) SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Spring 1988, Volume 64. Academic Research Library.
Pohan, S. I. (2007) Jaminan Mutu Layanan Kesehatan: Dasar-Dasar Pengertian dan Penerapan 1st ed. Jakarta: EGC.
Program Pascasarjana Ilmu Kesehatan Masyarakat Universitas Gadjah Mada (2005) Panduan Penyusunan Tesis.Yogyakarta.
Rath & Strong (2002), Six Sigma Pocket Guide, Lexinton, MA.
Robbins, P.S. (2006) Perilaku Organisasi 10th ed. Indonesia: PT Indeks Kelompok Gramedia
Soekiyo, (2000) Analisis Harapan dan Pengalaman Klien Terhadap Dimensi Kualitas Pelayanan Dalam Hubungannya Dengan Minat Memanfaatkan Ulang IRNA E RSUP DR.M. Djamil Padang. Tesis, UGM.
