SERVICE RECOVERY IN THE PUBLIC HOSPITAL: EVIDENCE FROM THE INDONESIAN HEALTH SERVICE INDUSTRY

Atmaja, Ferry Tema (2014) SERVICE RECOVERY IN THE PUBLIC HOSPITAL: EVIDENCE FROM THE INDONESIAN HEALTH SERVICE INDUSTRY. In: “Regional Development in an Era of Global Innovation Economy”, 25-26 NOVEMBER 2010, FACULTY OF ECONOMICS AND BUSINESS UNIVERSITI KEBANGSAAN Malaysia BANGI, SELANGOR, MALAYSIA.

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Abstract

The main objective of the study is to examine if there is any relationship of service failure dimensions, complaint behavior, and complaint handling in the public hospital industry. The primary study was conducted in the capital city of Bengkulu province, Indonesia. The number of questionnaires distributed in the survey was 400 and 293 questionnaires were returned and analyzed. Friedman Test was employed to the dataset. The result of the analysis indicates that service failure constructs are related to patient complaint behavior patterns. Patients tend to complaint directly to the hospital or family than to channel their complaints through public actions. The result of the study also indicates that every service failure dimension requires a specific recovery strategy. Patients demand an apology from hospital for a service failure related to medical treatment errors. Patients would demand immediate response from hospital for any service failure related to dimension of physical evidences. However, patients would only demand an explanation when service failures are due to dimensions of poor information, costly service, complaint handling failure, and medical reliability failure. Indeed, the result of the study can be used by a hospital to design a recovery strategy.

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