Track: Case Studies

Abstract

This report concerns issues with the provision of health care in Indonesia relating to the quality of health facilities that do not conform to health services' requirements. This analysis aims to establish the relationship between the implementation of the corporate culture, the discipline of work, and the quality of care in terms of customer satisfaction to increase the quality of health services. This research takes a quantitative approach by distributing questionnaires to patients about their satisfaction with health care and incorporating path analysis techniques. The data in this analysis will be processed using the Social Sciences Statistical Package (SSPS) software. The survey used in this analysis takes as much as 100 patients into the whole population through sampling methods, thereby creating opportunities for patients as respondents to respond systematically to data collection. The analyses have shown that: 1) The implementation of the corporate culture influences patients' happiness explicitly; 2) Regulation of job discipline impacts patient satisfaction. 3) Level of service significantly affects customer loyalty. 4) Applying the workplace culture impacts explicitly the quality of health care. 5) Regulation of job professionalism has a positive influence on the quality of health care. 6) The corporate culture's implementation has an insatiable effect on patient satisfaction through health care quality. 7) Regulation in job disciplines has an indirect impact on customer care by delivering health facilities whereby the enhancement of the quality of service can provide a constructive implementation of organizational accountability consistent with patient satisfaction.