Customer Survey Analysis

RSUD Merauke
 We have a good size sample of 400 respondents, so
we are sure about the validity of the survey.
Respondents by Gender With the help of your delegate, we got a
60% 55% total of 401 survey responds.
50% 45%
A few of the responds were not filled out
Respondents (%)

40% completely, we have around 375 completed

30% responds.
20% Just over half, 51% were from outpatient,
10% and rest from inpatient.
0%
Males Females
There were slightly more female
Sample: 398 respondents (55%) than males (45%).
Respondents by Age
We have very few respondents under the
40% 36.8% age of 20 (4%), which is what we wanted.
30% 28.5% The two largest groups of respondents
Respondents (%)

were 31-40 (36.8%) and 41-50 (28.5%).

19.1%
20%
The weighted average age of the
10%
5.3%
respondents were 38.3 years old.
4.0% 4.3%
2.0%
0%
10-20 21-30 31-40 41-50 51-60 61-70 70+
Sample: 397
The respondents have mild spending capacity and are mostly
covered by insurance; as expected as a government hospital.
Respondents by monthly household We asked the respondents about their
expenditure monthly household expenditure.
50% 46.3% 45.6%

40%
Over 90% spend less than 5m per month.
Respondents (%)

In Jakarta, the proportion is around 60%.

30%

20%
This finding is expected; survey was carried
out in a government hospital.
10% 7.1%

0%
0.8% 0.3% Just over 60% of the respondents were
Sample: 395 <2jt 2-5jt 5-7.5jt 7.5-10jt 10-15jt covered by insurance.
Respondents by Payment Type Around one-third paid for their treatment
themselves.
Insurance 60.6%

Private 34.9% Again, this is expected for a government

hospital.
Work 2.2%

NA 1.5% Judging from this findings, we are

Other 0.7%
comfortable that the survey is consistent
with your customer base.
0% 10% 20% 30% 40% 50% 60% 70%
Respondents (%)
Sample: 401
 Respondents by Gender The female responden is slightly higher than the
60% 55.0%
male responden.
50% 45.0%
Respondents (%)

Based on that fact it shows that female

40%
respondent are mostly that need medical service
30%
rather than males.
20%
Total respondents by number is divided into 2
10%
slightly difference type, that is outpatient (51,1%)
0% and inpatient (48,9%)
Males Females
Sample: 398
These two slight numbers shows that RSUD has
fair strength to accomodate both type of
Number of Respondents respondent, inpatient and outpatient

Inpatient,
Outpatient, 48.9%
51.1%

Sample: 401
 1. Top-10 Reasons for Using There are several important reasons for respondents
RSUD in choosing RSUD:
Insurance issue is the most reason for
Social Security Avail. 19.0% respondents in choosing RSUD (19.00%)
Adequate Service 13.2% The second two reasons are slightly different in
Just to Get Medication 12.7% number, that is to look for adequate service
(13,2&) and to get medication (12,7%)
Close to Home 10.7%
Another important reason for respondent is due
Reffered 7.7%
to hospital position that is close to their home.
Best Option 7.5%
In general, there are 3 main groups that hold the
Adequate Facility 6.0% most reason for using RSUD, they are
competitive price,service and distance to home
Familiarity w/ Hosp. 5.7%
Yet, there are only 7.7% referred respondents
Affordable Price 5.5%
and 7.5% of respondents that assume RSUD as
Feel Secure 3.2% the best option;it means that actually RSUD does
0% 5% 10% 15% 20% not really have enough powerful medical service
and facility compare to other hospital.
Competitive price is surely take as a granted for
choosing RSUD (24.5%) as the first option to get
medical assistant
 2. Top-10 Suggested
Improvments
Better Service (Non Specific)
Quick Patient Handling
Building Upgrade
Upgrade Facility (Ward Room)
Upgrade Facility (Non Spesific)
Staff's Careness
Cleanliness
Satisfying
Upgrade Facility (Pharmacy)
Add More Doctors/Specialist
0% 5%
To improve the hospital , respondents have given
some important view to help :
The biggest suggestion is regarding hospital
15.7%
service although the respondent is not able to
12.5% describe the exact service to improve.
9.5% The next important thing to improve is about the
8.2%
RSUD respons in handling the patients to have
quick service.
8.0%
The third suggestion actually is a compilation
7.2% among the next three points into 1 group
6.7% regarding the hospital building(25,7%)
6.5% Doctor&specialist and Upgrade facility
(Pharmacy) are the least suggested,yet when they
5.7%
are combined, it can be a potential factors to
5.7% improve in supporting the RSUD.
10% 15% 20%
 1. Top-10 Competitors The most chosen alternative hospital after RSUD
is RSBP.
RSBP 36.2% And Puskesmas is the second alternative option
that is only a slight different in number to the
Puskesmas 33.9% RSBP.
Can't Answer 7.5% The competitor itself can be grouped into some
most important one that is government
Private Practice 5.5% hospital,38.4 private hospital 42.1and others
DKT Angkatan Laut 3.5%
8(clinic and practices)
Most likely respondents would prefer private
Jayapura Hospital 3.0% hospital or practices(50,1%) instead of
Private Clinic 2.5%
government-based hospital or clinic (38,4%) to
get medical service
Makassar Hospital 1.5% Due to the above finding, there is a tendency that
PGI Cikini 1.5%
competitive price is not taken as the most
important point for respondents consideration
Balkes PBHK 1.0% (private hospital surely costs more than
government ones)
0.0% 10.0% 20.0% 30.0% 40.0%
It is strange that actually there are 7.5%
respondents do not know where to go beside
RSUD;this is indicating that some people has un-
exact expetation in looking for a medical help.
 2. Top-10 Reasons for Choosing the There are several reason for respondent in choosing
Competitors the competitor instead of RSUD :
23,7% of respondent choose it for good service
Good Service (Non Specific) 23.7% though they cannot describe the exact service.
Quick Patient Handling 12.7%
The next biggest reason of choosing the
competitor is that due to quick patient
Close to Home 11.7%
handling(12,7%)
The close distance to home is also one of the
No Better Option 9.2% important reason from respondents to choose
other hospital than RSUD
Positive Experience (Self) 8.2%
Based on the survey, reasoning to choose other
competitor can be concluded as good services,
Can't Answer 7.5%
distance to home and competitive price.
Others 5.0% Surprisingly, though price is often regarded as an
important factor,yet in this survey it is likely that
Social Security Avail. 4.2% more people do not know what their exact
reason of choosing the alternative hospital rather
Facility (General) 3.0% than of those who in concerning about the price.
Yet since competitors are in the similar
Competitive Price 2.5% catchement area, close to home reason is likely
more about the ease to reach hospital rather
0.0% 10.0% 20.0% 30.0%
than the distance matter in reality
 3. Top-10 Reasons for
Choosing RSBP
Good Service (Non Specific)
Quick Patient Handling
No Better Option
Close to Home
As a competitor, RSBP has several points being
chosen by the respondents:
Due to its good service, most respondents tend
38.6% to choose it as an alternative hospital (38,6%)
Quick patient handling that is in second position
11.7%
only has 11,7% respondents
11.0% And the third ranking that only has a slight
different from quick patient handing is due to no
8.3% better option available (11,0%)

Positive Experience (Self)

Facility (General)
Social Security Avail.
As total percentage of most taken reason to
6.9%
choose RSBP is due to its service in general
4.8% (covers 59,3%) it shows that respondents are
really in need of medical assistance regardless the
3.4% price they have to pay for it.

Cleanliness 2.8%

Facility (Security) 2.1%

Good Service of Medical Staffs 2.1%

0% 10% 20% 30% 40% 50%

 4. User of RSBP - By Gender Most respondent that choose RSBP is female
70.0% respondents
The biggest rate for female respondent shows
that they have more concern about health rather
60.0% 57.9%
than male respondents
The more female respondents to male indicates
50.0% that RSBP is preferred due to its ability to
provide womens medical health service
42.1%
From the majority female respondents, it is found
40.0%
out that the main reason for the female
respondent is to look for a closer medical help
30.0% to meet their medical need.
Yet the male respondents indicates that RSBP
also is able to accomodate the respondents
20.0%
demand on good and quick medical services (as
most male respondents require it)
10.0% This finding shows that RSBP is actually has a
better service rather than RSUD (both male and
female respondents indicate that they choose
0.0% RSBP for its good medical service).
pria wanita
 5. User of RSBP - By Age The most respondents who choose RSBP
belongs to the productive age, with the highest
40%
37.2% one is at the range of 31-40 (37,2%)
The least respondents for the survey come from
35% age group 52-60 and 61-70
The top 3 highest age groups of respondents
30% actually are of similar group,that is the productive
26.9% age range.
25% It is likely to find out that respondents from the
22.1% productive group of age tend to be more
concern of their health
20%
RSBP seems to be able to accomodate the
medical assistant for productive group age needs
15% better than of those
Yet there is unique fact that actually respondents
10%
from 70+ group actually has more concern about
7.6% health rather than of 51-60 and 61-70 groups.
Looking at the low percentage of seniors group,
5% 3.4% the hospital surely need to improve its easy
1.4% 1.4% access and medical service toward these groups.
0%
10-20 21-30 31-40 41-50 51-60 61-70 70+
 5. User of RSBP - By HHE We asked the respondents about their monthly
50% expenditure

44.8%
Most respondents that chose RSBP as alternative
44.1%
45% hospital spend less than 5 m each month
The lowest group to choose RSBP is of those
40%
with 7.5 10 m monthly expenditure.
35% Here we can conclude that most respondents
are still concerning about the competitive price
30% in choosing an alternative hospital
It is likely that competitive price is still needed to
25%
be a part of supporting service for respondents
in getting medical care
20%

15%

10.3%
10%

5%
0.7%
0%
<2jt 2-5jt 5-7.5jt 7.5-10jt
 Rating SD D A A SA Expectation
DR.SKILL 0% 3% 7% 70% 19%
DR.COM 0% 4% 9% 69% 18%
DR.TRUST 0% 1% 8% 74% 17%
N.SKILL 0% 11% 22% 57% 11%
N.COM 1% 12% 27% 51% 10%
N.CARE 1% 14% 26% 49% 10%
CS 1% 7% 37% 45% 10%
H.EQPT 3% 22% 31% 36% 8%
H.MEDSERV 1% 15% 34% 43% 7%
H.BUILD 5% 38% 24% 30% 3%
OP.FAC 3% 30% 23% 39% 4%
IP.FAC 4% 36% 24% 31% 4%
H.ACCESS 1% 8% 15% 69% 7%
PARKING 7% 36% 30% 26% 1%
PRICE 5% 13% 29% 51% 1%