Using Online Survey with 'Google Apps' to Improve Patient's Relationships on KMC

11 Pages Posted: 10 Mar 2016

See all articles by A Heri Iswanto

A Heri Iswanto

University of Pembangunan Nasional "Veteran" Jakarta

Date Written: March 7, 2016


Introduction – The development of information technology nowadays makes computer-assisted surveys increasingly popular. Current methods of computer assisted survey category are the internet survey or online survey. The superiority of the online survey compared to offline survey is the ability to collect and monitor the progress of the survey in much faster way than the offline or manual survey. The use of online survey in the hospital quality research has been done a lot of times. I suggest that the use of the online survey will improve the response rate compared to the manual survey. I draw a hypothesis that online survey response rate is higher than the manual survey response rate in the context of hospital services.

Methodology – I made an online survey using Google applications. The design was made in case-control by using a comparison before and after switched to the online version. Data collection was done four times in four months. April and May 2015 were the data collection of manual survey, while the online survey was done in June and July 2015. Analyses were performed by descriptive analytic and mean different test. Samples targets were determined by the procedure of onesample z-test as many as 1,051 people to get a difference of 0.05 and a power of 0.90.

Results – It appears that manual survey is only in the range of 61-69%. Meanwhile, the rate of online questionnaires filling rate reached between 83-92%. These results show that the efficiency of filling in the questionnaire is much higher when distributed online to Kemang Medical Care (KMC) patients, rather than the offline one. On the average, the mean of online filling in was 88%, while the manual one was only 65%. These results reflect that online questionnaire bring more respondents than manually filling in the questionnaire.

Discussion – Research in the context of health care using online survey with Google-based apps is expected to increase patient relationship because it has higher response rate than the manual survey. Our study that was conducted in Kemang Medical Care (KMC), suggests that online survey gives higher response rate than manual surveys. This can replace the manual survey that is not environmentally friendly, long completed, error-prone, low accuracy, and little involvement.

Keywords: survey, efficiency, questionnaire online

Suggested Citation

Iswanto, A Heri, Using Online Survey with 'Google Apps' to Improve Patient's Relationships on KMC (March 7, 2016). Available at SSRN: or

A Heri Iswanto (Contact Author)

University of Pembangunan Nasional "Veteran" Jakarta ( email )

Jl. RS. Fatmawati
Pondok Labu
South Jakarta, DKI Jakarta 12450
+622177218925 (Phone)
+622177218925 (Fax)


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