Dimension of Nurses Responsiveness in Improving Health Quality Service Based On SERVQUAL Concept

Mohammad Henri Wahyono, Ancah Caesarina, Sebastiana Viphindrartin

2017

Abstract

Based on the report of the Planning and Development Division at dr. H. Koesnadi General Hospital Bondowoso, it was obtained the Customer Satisfaction Index at Stroke Corner which decreased from the fourth quarter of 2016 by 78,1% and in the first quarter of 2017 became 76,63%. A public complaint box about Stroke Corner services in the first quarter of 2017 contained public complaints about the unsatisfied community for bad nursing behavior. This study was aimed to determine the satisfaction of user community of the service in the Stroke Corner at dr. H. Koesnadi General Hospital Bondowoso viewed from one dimension of SERVQUAL that was responsiveness. The dimensions of responsiveness consists of 3 indicators, which include clarity of nurses in providing information, the speed of nurses' respond to complaints, and the fulfillment of basic needs by nurses. This research was qualitative research with case study approach. Data collection was done by in-depth interviews, observation and documentation in August - September 2017. The final results of this study showed that patients in the Stroke Corner were satisfied with the nurse's responsiveness and efforts to improve the quality of health services.

Paper Citation

in Harvard Style

Wahyono M., Caesarina A. and Viphindrartin S. (2017). Dimension of Nurses Responsiveness in Improving Health Quality Service Based On SERVQUAL Concept.In Proceedings of the 2nd International Symposium of Public Health - Volume 1: ISOPH, ISBN 978-989-758-338-4, pages 546-550. DOI: 10.5220/0007517505460550

in Bibtex Style

@conference{isoph17,
author={Mohammad Henri Wahyono and Ancah Caesarina and Sebastiana Viphindrartin},
title={Dimension of Nurses Responsiveness in Improving Health Quality Service Based On SERVQUAL Concept},
booktitle={Proceedings of the 2nd International Symposium of Public Health - Volume 1: ISOPH,},
year={2017},
pages={546-550},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007517505460550},
isbn={978-989-758-338-4},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 2nd International Symposium of Public Health - Volume 1: ISOPH,
TI - Dimension of Nurses Responsiveness in Improving Health Quality Service Based On SERVQUAL Concept
SN - 978-989-758-338-4
AU - Wahyono M.
AU - Caesarina A.
AU - Viphindrartin S.
PY - 2017
SP - 546
EP - 550
DO - 10.5220/0007517505460550