Consumer Complaint Behavior (CCB) of Jombang Health Card (KJS) for increasing health facility service
Journal Title: Journal of Economics, Business, & Accountancy Ventura - Year 2015, Vol 18, Issue 1
Abstract
The purpose of this study is to see and assess why they complaint, how to make complaints and alternative for patients complain KJS (Jombang Health Card) users, as such information from various forms of complaint can be used to improve health care strategy hospital. This is an exploratory and qualitative research using Focus Group Discussion (FGD) towards 20 people. It was found that the reason KJS users complain services is due to factors that include poor service, poor facilities, the be-ginning of a long process and product factors include: the availability of drugs, limited room space and time limits hospitalization. The second factor is a fatal loss, allowing participants to have a longer hierarchy levels due to passing through a more complicated procedure. Complaints and personality types of participants affect the nature of the expectations expressed through the submission of a complaint. The results include the results of the settlement of complaints received by the partici-pants, and satisfaction evaluation with the settlement. Generally poor service stimu-lates participants to convey a simple complaint in connection with suggestions or criticism to improve services and hospital management.
Authors and Affiliations
Endah Sulistyowati, Danny Wibowo
Keywords
Related Articles
- EP ID EP472694
- DOI 10.14414/jebav.v18i1.388
- Views 60
- Downloads 0
The effect of employment, economic growth, and investment on HDI: In provinces in Indonesia
This study aims to analyze the effect of Number of Working People (Employment), Economic Growth Rate (EGR), and Investment on Human Development Index (HDI) in Indonesia, partially and simultaneously. This study used inve...
Development formulation of crafts weaving batik ikat East Java: Strategic block and interconnection
Batik tenun ikat has been the traditional legacy in some areas of East Java. This research is based on the findings and analysis on batik tenun ikat in Kediri and Lamongan. The data were collected from observation, in de...
The comparative analysis of discretionary accruals viewed from the styles of audit and IFRS adoption
Discretionary accruals in auditing have been the essential factor. Therefore, an analysis of this factor viewed from different styles of audit and IFRS adoption can be more interesting to study. This study discusses fina...
The strategy of tourism village development in the hinterland Mount Bromo, East Java
This study aims to find an effective strategy in the development of Hinterland Tourism Village in Mount Bromo area. It is a descriptive explanatory research to build a model of grand design for rural tourism development....
Impacts of in-kind transfer to household’s budget proportion: Evidence from early reformation in Indonesia
The program distributing rice for reducing poverty for poor household (also known as Raskin) is one of social safety net programs in Indonesian’s government with its subsidized rice to the poor. The purpose of this progr...