ANALISIS KUALITAS PELAYANAN JASA PADA RUMAH SAKIT DELIMA ASIH SISMA MEDIKA KARAWANG MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) FUZZY

Authors

  • Rizki Darajatun
  • Sukanta .

DOI:

https://doi.org/10.35261/barometer.v2i1.599

Abstract

Tingkat kualitas pelayanan merupakan parameter keberhasilan jasa yang diberikan kepada konsumen. Penelitian ini dilakukan di Rumah Sakit Umum – Instalansi Rawat Inap Kelas III dengan responden sebanyak 40 orang. Metode servqual diterapkan dengan pendekatan fuzzy terhadap lima dimensi kualitas jasa berupa tangible, reliability, responsiveness, assurance, dan emphaty. Hasil penelitian menunjukkan bahwa adanya gap antara persepsi pasien dengan harapan pasien sebesar -0,511. Prioritas pelayanan pelayanan adalah dimensi kualitas reliability karena memiliki nilai gap terbesar yaitu -0,657. Lima faktor jasa yang paling berpengaruh atas ketidakpuasan pasien di lokasi tersebut yaitu pelayanan pemeriksaan, pengobatan dan perawatan cepat dan tepat; luas area dan fasilitas kamar; kesiapan dokter dan perawat melayani pasien setiap saat; perawat selalu mengingatkan keamanan dalam menyimpan barang berharga pasien dan keluarganya; serta ketersediaan tempat sampah di setiap kamar pasien

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Published

2017-01-23

How to Cite

Darajatun, R., & ., S. (2017). ANALISIS KUALITAS PELAYANAN JASA PADA RUMAH SAKIT DELIMA ASIH SISMA MEDIKA KARAWANG MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) FUZZY. Barometer, 2(1), 25–28. https://doi.org/10.35261/barometer.v2i1.599

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