You are on page 1of 1

ABSTRACT

CUSTOMER RELATIONSHIP MARKETING IN INCREASING


NUMBER OF SERANGPANJANG PUBLIC HEALTH CENTER
PATIENT VISITS, SERANGPANJANG DISTRICT, SUBANG REGENCY

William Jakatama S, 2011. Tutor: Felix Kasim, DR., dr., M. kes.

Competition between health care providers increasingly stringent and lead to


health care providers is necessary not only to prioritize medical equipment or
sophisticated diagnostic support, but also improve service levels. Patient visits can
mean a patient confidence in the organization of health care providers to meet
their needs. Levels of patient visits to health care facilities can be seen from the
dimension of time, ie daily, weekly, monthly and yearly and can be used as a
standard of quality health services. In five years the number of visitors Puskesama
Serangpanjang continued to decline. "Customer Relationship Marketing" is a
strategy and efforts to build relationships with customers and provide satisfactory
services for customers. This study aims at exploring aspects of Customer
Relationship Marketing in increasing number of Serangpanjang public health
center patient visit. The research method is qualitative, and the data collection
techniques are in depth interviews and participatory observation, carried on the
head and visitors of Puskesmas Serangpanjang which chosen by accidental
sampling. Data analysis was carried out through thematic analysis with quotations
and main theory. The Study show that the application of "Customer Relationship
Marketing" at the Serangpanjang public health center goes bad, and still found the
constraints which from the public health center itself or from the visitors, that
should be improved to enhance the Serangpanjang public health center patient
visits.

Key words : Customer Relationship Marketing, Patirnt visit, services level

iv