Permodelan Kepuasan dan Minat Berperilaku Pasien Rawat Inap Puskesmas Berbasis Service Delivery System : Implikasi Terhadap Kebijakan

Wibowo, Nugroho Mardi and Widiastuti, Yuyun and Panglipursari, Dwi lesno (2014) Permodelan Kepuasan dan Minat Berperilaku Pasien Rawat Inap Puskesmas Berbasis Service Delivery System : Implikasi Terhadap Kebijakan. In: Forum Manajemen Indonesia (FMI 6), 12-14 November 2014, Grand Astin City Hall.

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Abstract

This study aims to formulate a model of satisfaction and behavioral intentions of inpatients at Community Health Center (CHC) in East Java based on service delivery system. Sample selection of districts / cities, CHC, and respondents based on purposive sampling. The districts / cities of the sample are District of Blitar, Lumajang, Pamekasan and City of Surabaya. The analysis used: (a) Structural Equation Modeling with the method of Generalized Structured Component Analysis (GSCA) and (b) descriptive analysis. The results of GSCA analysis showed that the contact personnel can improve inpatients satisfaction at CHC in East Java, the physical support is proven to increase inpatients satisfaction at CHC in East Java and the inpatients satisfaction can influence the behavioral intentions of inpatients at CHC in East Java. While the process has not been able to increase inpatients satisfaction at CHC in East Java.Some of therecommendedalternativepoliciesis the first, increasing thecompetence ofmedical personnelthroughtraining and certification.Second, the additionandimprovement ofskills ofnon-medicalpersonnel. The three,additionalmedicalsupport facilities. Fourth, encourageallCHC to obtainISO certification.

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