Harapan konsumen terhadap pelayanan keperawatan: Penelitian Kualitatif Di RSU DharmaYadnya Denpasar Bali = customer expectation towards nursing care: A Qualitative Study at Dharma Yadnya Private Hospital, Denpasar Bali
| Main Author: | Perpustakaan UGM, i-lib |
|---|---|
| Format: | Article NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2001
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/25045/ http://i-lib.ugm.ac.id/jurnal/download.php?dataId=8026 |
Daftar Isi:
- Background: Nursing is an integral part of hospital services. Currently, almost 90% of hospital consumers are sent by their specialists, as opposed to own intention. A survey of patient satisfaction carried out previously showed that 25% of customers were dissatisfied with service quality. In order to improve quality of nursing care, this study explored consumer expectation toward nursing care in Dharma Yadnya General Hospital. Method: This qualitative study used focus group discussion with 86 participants in 8 consumer groups. The groups were patients in type I, II, and III classes, surgery wards, non-surgery wards, patients who came on their own intention, referred by specialists and non emergency outpatient clinics. Result: The result of the discussion showed similar expectation of consumer. The expectation here can be classified into 5 dimensions: nursing-care convenience, coordination, responsiveness, professionalism, and nurse empathy toward non-nursing aspects. Some groups expected more on nursing care. Consumer expectation had service quality item more than service quality mentioned by Parasuraman theory. Consumer expectation emphasized on nursing care professionalism, followed by service convenience, coordination, responsiveness, and nurse empathy. Result of this discussion was different with a previous study, which placed empathy as the biggest problem followed by tangibles, assurance, reliability, and responsiveness. Conclusion: Consumer expectation of 8 consumer groups toward nursing care is similar. Only few groups have different expectation toward general pattern of consumer expectations of nursing care. The result of consumer expectation has more items in comparison to Parasuraman theory. Keywords: consumer expectation, consumer satisfaction, nursing care, qualitative.