APPENDIX 1

IN-DEPTH INTERVIEW QUESTIONNAIRE

CUSTOMER RELATIONSHIP MARKETING
IN INCREASING NUMBER OF
SERANGPANJANG PUBLIC HEALTH CENTER PATIENT VISIT
SERANGPANJANG DISTRICT, SUBANG REGENCY

Head of Serangpanjang Public Health Center in-depth interview questionnaire

1. Do Puskesmas Serangpanjang have a target number of visitors ?

2. How is the growing number of centres of Serangpanjang visitors from year to

year?

3. What are the restrictions, so that the patient visits the Serangpanjang clinic may
be reduced? What efforts have been undertaken to increase the number of visitors?

4. Do Serangpanjang know about Customer Relationship Management (CRM) ?

How is the application in here ?

5. What kind of services offered by these Public Health Center ?

6. What services is the flagship of this clinic?, if that should be repaired? What
efforts have been made?

7. Is the infrastructure of these places are suitable? What is still a problem? What
effort has made to improve infrastructure deficiencies?

8 Has the clinic established good relations with patients? If there are obstacles in
communication with patients? what it has done to improve relations with patients?

9. Are public health center patients received complaints about services provided?
What efforts are made to accommodate the patient's complaint? How is officers
responded to the complaints?

10. Are the patients can easily access information from the clinic? What obstacles
encountered? What efforts has been done?

11. Is the patient at this clinic have the desire to create a relationship in the long
run? What pitfalls in the long term relationship? What efforts has been done?

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Serangpanjang visitors in-depth interview questionnaire

A. Respondent Profile
1.Name:
2. Age :
20-29
30-39
40-49
> 50
3. Gender:
4. Occupation:
Not working
Farm worker/employee
Farmer
Merchant
Student
Housewife
Others
5. Education:
no education
Primary school
Junior high school
Senior high school
Academy
6. Alamat:
7. how many times you went to the serangpanjang public health center:
1
2
3
>3x
8. What is your visits purpose?
General practitioner
Dentist
Pregnancy check up
Others

B. Attraction
1. What services offered by this public health center? is it already good enough ?
and what needs fixing? What are your expectations regarding services offered by
this public health center?
2. Is the facilities in this public health center generally has good enough? What is
good and what needs fixing? What are your expectations regarding the building
facilities offered by this public health centers?
3. What are the advantages and disadvantages of Puskesmas Serangpanjang?
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4. Do you think the serangpanjang public health center officials already have a
good knowledge and skills? Are you sure about services provided by clinic staff ?

C. Retention
1. Does the staff of the Serangpanjang Public Health Center have a good
relationship with patients? Are there barriers in communicating with the staff?
What are your expectations to improve relationships with patients?
2. Do you have a desire to always go to this clinic? What are the restrictions?
What is your expectation to the clinic so that patients always comes here?

D. Enhancement (peningkatan hubungan)

1. Do officers receive complaints from the patients about the services provided?
How officers responded to the complaint, it has been quick to respond? What are
your expectations to the health center staff in serving the patient's complaint?
2. Are patients can easily find information from the health centers? What obstacles
encountered? What do you expect to easily find information from the public
health center?