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Choesnul Jaqin
Mercu Buana University
Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

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SERVICE QUALITY ANALYSIS: AN EMPIRICAL STUDY OF CUSTOMER SATISFACTION IN A HEALTHCARE Humiras Hardi Purba; Fransisca Debora; Choesnul Jaqin; Hendra Adiyatna
Jurnal Teknologi dan Manajemen Vol. 19 No. 1 (2021): JURNAL TEKNOLOGI DAN MANAJEMEN
Publisher : Politeknik STMI Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (345.247 KB) | DOI: 10.52330/jtm.v19i1.22

Abstract

Business competition is increasingly fierce, demanding that companies must provide the best products and services to customers. The quality of a product or service is an essential aspect for the continuity of a business, especially those attribute items that are directly felt by customers when purchasing or using a product. This study was aimed to analyze the quality of service to customers in a hospital-based on customer preferences. Customer assessment of each hospital quality indicator was performed through filling out questionnaires by inpatients, to determine the gap between the importance and performance levels. The analytical method used was Importance-Performance Analysis-IPA. As many as 25 quality indicators are identified from SERVQUAL. The quality dimension that becomes a priority for improved performance is related to Reliability, Assurance, and Empathy.
Co-Authors Fransisca Debora Hendra Adiyatna Humiras Hardi Purba