ANALISIS NILAI PELANGGAN PADA PASIEN POLI ONKOLOGI RS KANKER X DAN PELAYANAN PENYAKIT KANKER TERPADU RSUP Y TAHUN 2010

Abstract

Background: It is crucial for hospitals to concentrate on what
is needed by service users, rather than what is provided at
the hospital. Customers will choose the health care provider
that offers maximum value. Creation and delivery of value to
customers is an effective marketing strategy for hospitals. So
that, hospitals need to know the position of its value in the
eyes of customers and compared with competitors.
Objective: To understand the overview of Customer Value in
Poly Oncology Dharmais Cancer Hospital compared with Poly
PPKT Y Hospital in 2010.
Methods: This study uses quantitative research methods by
interviewing 100 respondents in Poly Oncology Dharmais
Cancer Hospital and Poly PPKT Y Hospital to obtain primary
data.
Results: Results showed that customer value in Poly
Oncology lower than customer value in PPKT. However, in the
value map, customer value in Poly Oncology is in quadrant
expensive, which means having the opportunity to gain market
share greater than PPKT which value is in quadrant discount.
Conclusion: Attributes of service at Poli Oncology and PPKT
still needs to be improved by conduct training for nurses about
customer service, increase social activities in society, and
give more attention to health facilities.
Keywords: customer value, benefits, costs