Exploring Innovation Based on Service User Complaints to Increase Satisfaction

Rustan Amarullah, Maria A.P. Sari, Fani Heru Wismono, Kemal Hidayah, Wildan Lutfi A, Mayahayati Kusumaningrum


Increasing service user satisfaction levels is a goal for public service providers. Service user satisfaction surveys are often conducted to describe the level of service user satisfaction that services provided. However, service providers are less able to utilize the results of the surveys to conducting innovation or breakthroughs to improve service user satisfaction. This study used an explorative approach to analyze the level of satisfaction for service users in four public health centers (Puskesmas) in Bontang City, Indonesia. The method used was two stages survey of 1,449 respondents throughout 2019. The complaint in the first survey was the basis for innovating improvements in public services by using the concept of rapid innovation. The results showed that with the short-term innovations that had been implemented, there had been a significant increase in public satisfaction with the services of the Puskesmas.

Keywords: customer satisfaction; innovation; public service; public health centers

DOI: 10.7176/EJBM/13-16-08

Publication date:August 31st 2021

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ISSN (Paper)2222-1905 ISSN (Online)2222-2839

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