Developing Customer Perception Based Organization Performance Measurement Framework for Healthcare Service

We have developed a conceptual framework that can be used as customer perception based organization performance measurement framework for healthcare service. The conceptual framework consists of customer satisfaction, perceived sacrifice, and perceived service quality. This paper aims to validate the conceptual framework empirically. A survey was conducted in order to gather the data. The survey involved 123 healthcare service (HS) users in Jakarta, Indonesia. Structural Equation Modeling analysis was employed. The research result showed that the measurement model of our framework has good psychometric properties. In other words, the measurement model of our framework is valid and reliable. The research result also showed that the structural model of our framework has good goodness of fit.