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

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