Improving Patient Satisfaction Based on Customer Atisfaction Index (CSI) Analysis in Natural Esthetic Clinic Makassar

DOI

10.2991/phico-17.2018.40How to use a DOI?

Keywords

Service Quality; Reliability; Assurance; Tangible; Emphaty; Responsiveness; Satisfaction; Dental and Mouth Clinic

Abstract

The opportunities and challenges of the health clinic business are enormous with extremely competitive levels, including oral and dental services at the Natural Esthetic Clinic (NEC) clinic of Makassar. It was necessary to measure the level of patient satisfaction with the services provided periodically. The purpose of this study was to measure perception and expectation to obtain patient satisfaction on dental services received based on Customer Satisfaction Index (CSI) using 5 qualities indicators such as Reliability, Assurance, Tangible, Emphaty, and Responsiveness (RATER).The results of the study were all satisfaction indicators in the "Very Satisfied" category, for GAP and CSI are indicators of reliability GAP -0.53 and CSI 87.43%; indicator assurance GAP -0.38 and CSI 90.85%; tangible indicators GAP -0.28 and CSI 93.87%; indicator emphaty GAP -0.55 and CSI 86.79%; and indicator responsiveness GAP -0.33 and CSI 92.17%. Recommendation is to provide excellent service training to all dentists and dental nurses in providing services, improve service quality by adding various supporting facilities such as convenience of service space.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Setya Haksama
AU  - Badai Septa Wahyudadi
PY  - 2017/12
DA  - 2017/12
TI  - Improving Patient Satisfaction Based on Customer Atisfaction Index (CSI) Analysis in Natural Esthetic Clinic Makassar
BT  - Proceedings of the 2nd Public Health International Conference (PHICo 2017)
PB  - Atlantis Press
SP  - 193
EP  - 198
SN  - 2468-5739
UR  - https://doi.org/10.2991/phico-17.2018.40
DO  - 10.2991/phico-17.2018.40
ID  - Haksama2017/12
ER  -