Published: 2016-12-19

Complaints box as a measurement of quality improvement in Institute of Health Science Faletehan, Indonesia

. Fatoni, Delly Arfa Syukrowardi, Muhammad Lukman


One of indicators in quality improvement in private college was student's satisfaction. Whether or not student satisfies to the college, complaints box can be uses as a tool of it. The purpose of this study was to report the student complaints box that has been used as a tool of quality improvement in Institute of Health Science (IHS) Faletehan, Indonesia. The student complaints from December 2014 to October 2016 have been gathered. All complaints were written by student in a blank of submission form with the requirement of student number as identity (ID). Total of 250 complaints were collected and were investigated by a single trained staff member of the Quality Assurance (QA) Department of IHS Faletehan, who reviewed statements related to the complaints. Each complaint was classified as operational, educational, and student service-related. In analyzing process, data were re-written and were analyzed by using QDA Miner Lite. Here we present the total 250 complaints of student that addressed on the individual, unit and organizational levels. This study showed that the sustainable of quality improvement in IHS Faletehan is effective through complaints box.


Complaint box, IHS Faletehan, Indonesia, Quality assurance, Quality improvement

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