ANALISIS KUALITAS PELAYANAN PADA RUMAH SAKIT IBU DAN ANAK XYZ
| Main Authors: | Niken Parwati; Al Azhar University, Arif Yoga Nugroho; Al Azhar University |
|---|---|
| Format: | Article application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Prodi Teknik Industri FT Untar
, 2013
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| Subjects: | |
| Online Access: |
http://journal.tarumanagara.ac.id/index.php/jidtind/article/view/1413 |
Daftar Isi:
- A medium upscale women and child hospital wants to know their customer perception about their service delivery quality. They have not conduct any survey nor study for this need yet. To solve this problem they conduct customer survey. Then to calculate and analyze the data, Fuzzy Servqual method were used. With this method the company can find out the gap between the company service delivery quality performance compare with the customer expectation. The result show that the largest gap values was the tangible dimension, which is the the parking lot, the location and the capacity. Keywords: Fuzzy Servqual, GAP, Service Delivery Quality, Expectation, Performance