| Summary: | ABSTRACT
The purpose of this study is to develop a Patient Satisfaction Index (PSI) as an indicator of Honoris Hospital consumer's perception of quality. This kind of information is very useful for the manager or decision maker to set up competitive and survival strategy for the hospital.
The development of the PSI is based on the concept of Consumer Price Index in measuring monetary inflation rate. Five dimensions of patient satisfaction with its 23 elements were identified from the literature study, and they were assumed as comodities in the calculating of consumer price index.
This model had been applied for calculating the PSI of 181 inpatients with certain criteria in the period of 8 weeks from August to September 1998. These wekkly PSI showed a sensitive measure of Honoris Hospital consumer's perception of quality of care, and it can be used for analizing the business performance of inpatient unit along with other indicators.
The result of this study has a very practical implication in supporting customer focus strategy, which is very important in the context of comptetitive hospital business environment. The premise is "if you can't measure it, you can't manage it, you can't achieve it".
Key words: patient satisfaction -- perceived quality � customer focus strategy � consumer price index - competitive advantage�customer satisfaction monitoring system.
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