12. Jurnal Analysis of healthcare services quality using servqual-fuzzy method

Ahmadi, Ahmadi 12. Jurnal Analysis of healthcare services quality using servqual-fuzzy method. International Journal of Economics & Management Sciences, 6 (6). ISSN 2162-6359

Text 12. Publikasi IJEMS 2017.pdf Download (567kB)

Abstract

Service Quality is a very important concept that must be understood if the company wants to remain competitive and evolving. Quality of service in hospitals should be directed to patient satisfaction, this is to maintain patient loyalty. With the development of business competition, it is important to make health care providers improving their service qualities. The purpose of this research was to identify the gap between perception and expectation of customer to health service at inpatient unit of Dr. Ramelan hospital. In this research, we used servqual method which was integrated with fuzzy method. Based on the results of this study, it was showed that the attributes of X (bathroom hygiene and clean water availability) had the greatest gap of 25 health service attributes identified at the Dr. Ramelan hospital. Based on the results of this study, it could be concluded that the results could assist the management of the hospital in determining the policy setrategy by prioritizing attributes that have a big gap to improve the quality of its services

Item Type:	Article
Uncontrolled Keywords:	Service quality; Fuzzy; Health care
Subjects:	L Education > L Education (General) V Naval Science > V Naval Science (General)
Divisions:	Program Studi > S2 Analisis Sistem dan Riset Operasi
Depositing User:	Ahmadi Ahmadi
Date Deposited:	07 Jun 2021 06:09
Last Modified:	07 Jun 2021 06:09
URI:	http://repository.sttal.ac.id/id/eprint/456

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