Jurnal Teknologi dan Manajemen
Vol. 19 No. 1 (2021): JURNAL TEKNOLOGI DAN MANAJEMEN

SERVICE QUALITY ANALYSIS: AN EMPIRICAL STUDY OF CUSTOMER SATISFACTION IN A HEALTHCARE

Humiras Hardi Purba (Mercu Buana University)
Fransisca Debora (Politeknik META Industri Cikarang)
Choesnul Jaqin (Mercu Buana University)
Hendra Adiyatna (STT Bina Tunggal)

Article Info

Publish Date
08 Apr 2021

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.

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Journal Info
Jurnal Teknologi dan Manajemen
Website

Abbrev

jtm

Publisher

Politeknik STMI Jakarta

Subject

Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

Description

Jurnal Teknologi dan Manajemen adalah jurnal ilmiah yang diterbitkan oleh Politeknik STMI Jakarta dan membahas tren terkini tentang manajemen industri. Ruang kanjian Jurnal Teknologi dan Manajemen adalah pada bidang: 1. Industrial Engineering, 2. Manufacture Engineering, 3. Quality Engineering, 4. ...