Customer Experience Management (CEM) Supports the Quality of Hospital Services Based on RFID

DOI

10.2991/assehr.k.210304.156How to use a DOI?

Keywords

Customer Experience Management, CEM, Hospital Service, RFID

Abstract

Hospital services as a health service provider is a major factor in the selection of referral hospitals for patients. While this reference about the assessment of hospital services for prospective patients can only be known from patients who have been treated at the hospital. Assessment of patient experience only refers to personal opinions and only one factor such as medical personnel services or room cleanliness factors. Each patient has different arguments about the service of a hospital. This research will describe the creation of a framework to determine the level of service in RFID-based hospitals. Information technology Information is used to capture evaluations from patients through a smartphone application connected using a bluetooth on a computer provided at each administrative desk. The information generated in the form of an evaluation of services at the hospital for patients treated in order to make decisions to improve the quality of administrative and medical services. Furthermore, the information generated will be made according to the report of health service bureaus addressed to the hospital management and the government through the health department. With this service, it is expected that there will be an improvement in the quality of administrative services and health workers in handling patients and can be an information and reference for prospective patients in choosing a hospital as a reference for health services

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Download article (PDF)

TY  - CONF
AU  - Rasyid Tarmizi
AU  - H. Suhada
AU  - Desy Apriani
AU  - Muhaimin Hasanudin
AU  - Dedy Prasetya Kristiadi
AU  - Wahyu Hidayat
PY  - 2021
DA  - 2021/03/08
TI  - Customer Experience Management (CEM) Supports the Quality of Hospital Services Based on RFID
BT  - Proceedings of the 1st Paris Van Java International Seminar on Health, Economics, Social Science and Humanities (PVJ-ISHESSH 2020)
PB  - Atlantis Press
SP  - 688
EP  - 693
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210304.156
DO  - 10.2991/assehr.k.210304.156
ID  - Tarmizi2021
ER  -