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All Journal Al Kalam : Jurnal Komunikasi, Bisnis dan Manajemen
Ivan Marenda
Universitas Palangka Raya
Economics, Econometrics & Finance Social Sciences

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MENGUKUR KINERJA LAYANAN RUMAH SAKIT BHAYANGKARA PALANGKA RAYA DITINJAU DARI PERSPEKTIF PELANGGAN Ivan Marenda; Usup Riassy Christa; Luluk Tri Harinie
Al-Kalam Jurnal Komunikasi, Manajemen dan Bisnis Vol 10, No 2 (2023): JULI : AL KALAM JURNAL KOMUNIKASI, BISNIS DAN MANAJEMEN
Publisher : Universitas Islam Kalimantan Muhammad Arsyad Al Banjari

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31602/al-kalam.v10i2.11915

Abstract

This research aims to analyze, test, and measure the performance of BhayangkaraHospital Palangka Raya Services in terms of Customer Perspective. The type of thisresearch is quantitative descriptive. The data collected are secondary data and primarydata. The secondary data was obtained from the documentation of medical recordreports of the year 2020-2022. The primary data was obtained through questionnairesdistributed to patients of Bhayangkara Hospital Palangka Raya. The results showed thatthe hospital's performance from the customer perspective calculated based oncustomer retention and customer acquisition in 2020-2022 was on average good.Meanwhile the customer satisfaction indicators from five variables, namely tangibles,reliability, responsiveness, assurance and empathy, were generally classifiedassatisfactory. The management needs to pay special attention to the assessment ofindicators that have not been good or good enough, and maintain the assessment ofgood indicators in order to improve the hospital’s performance in the future.
Co-Authors Luluk Tri Harinie Usup Riassy Christa