Service Failure in the Hospital Industry_ The Indonesian Experien.pdf - University of Wollongong Research Online Partnerships Proof and Practice

Service Failure in the Hospital Industry_ The Indonesian Experien.pdf

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University of Wollongong Research Online Partnerships, Proof and Practice - International Nonprofit and Social Marketing Conference 2008 - Proceedings Faculty of Social Sciences 2008 Service Failure in the Hospital Industry: The Indonesian Experience L. Alfansi University of Bengkulu, Indonesia F. T. Atmaja University of Bengkulu, Indonesia Research Online is the open access institutional repository for the University of Wollongong. For further information contact the UOW Library: [email protected] Publication Details This conference paper was originally published as Alfansi, L. and Atmaja, F. T., Service Failure in the Hospital Industry: The Indonesian Experience, Partnerships, Proof and Practice - International Nonprofit and Social Marketing Conference 2008, University of Wollongong, 15-16 July 2008.
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Service Failure in the Hospital Industry: The Indonesian Experience Abstract The main objective of the study is to examine dimensions of service failures in the hospital industry. The primary study was conducted in four cities in Bengkulu province, Southwest Sumatra, Indonesia. Self- administered questionnaires were distributed in the survey to collect the dataset. The number of questionnaires distributed in the survey was 300 and 300 questionnaires were returned and analyzed. Factor analysis and cluster analysis were employed to the dataset. The result of the analysis reveals that service failure constructs can be categorized into six underlying dimensions such as Medical reliability errors, Physical evidences errors, Poor information, Medical treatment errors, Costly service, and Complaint handling failures. The study also indicates that hospital patients can be clustered into three segments, namely demanding segment, complainer segment, and salient patient segment. Service failure dimensions and the clusters found can be used by hospitals in Indonesia to improve their service process and delivery. Publication Details This conference paper was originally published as Alfansi, L. and Atmaja, F. T., Service Failure in the Hospital Industry: The Indonesian Experience, Partnerships, Proof and Practice - International Nonprofit and Social Marketing Conference 2008, University of Wollongong, 15-16 July 2008. This conference paper is available at Research Online:
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Service Failure in the Hospital Industry: The Indonesian Experience Lizar Alfansi and Ferry Tema Atmaja, University of Bengkulu, Indonesia Abstract The main objective of the study is to examine dimensions of service failures in the hospital industry. The primary study was conducted in four cities in Bengkulu province, Southwest Sumatra, Indonesia. Self-administered questionnaires were distributed in the survey to collect the dataset. The number of questionnaires distributed in the survey was 300 and 300 questionnaires were returned and analyzed.
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