UMM Institutional Repository

ANALISIS KUALITAS PELAYANAN DAN KESENJANGAN PADA RUMAH SAKIT UMUM DAERAH (RSUD) PAMEKASAN

BAQI, FAIDUL (2011) ANALISIS KUALITAS PELAYANAN DAN KESENJANGAN PADA RUMAH SAKIT UMUM DAERAH (RSUD) PAMEKASAN. Other thesis, University of Muhammadiyah Malang.

Full text not available from this repository.

Abstract

This type of research conducted by the author is a research survey, entitled "Analysis of Gaps in Service Quality And District General Hospital (Hospital) Pamekasan". The purpose of this study is to determine the quality of services provided by District General Hospital (Hospital) Pamekasan and to determine the gap (gap) between the perceived service quality service quality expected by patients at the Regional General Hospital (Hospital) Pamekasan. Usefulness of research for the hospital as a material consideration in providing policies to improve service quality District General Hospital (Hospital) Pamekasan. Based on the results of this study concluded that the quality of services provided by District General Hospital (Hospital) Pamekasan entry in either category. These results can be proved with an average score of the variable physical evidence (tangible) of 4.115, reliability (reliability) of 4.078, responsiveness (responsiveness) obtained a score at 4.08, assurance (assurance) amounted to 4.18 and empathy variables (emphaty ) by 4.14 that fall into either category range. Based on the calculation that is used to analyze the SERVQUAL-quality service (Service Quality) in Pamekasan District General Hospital can be seen that there were 22 respondents or 22% said not satisfied with the quality of services provided by District General Hospital Pamekasan. The respondents who were satisfied that as many as 78 respondents 78%. The result of calculation, the gap calculation to know the cause of dissatisfaction of the patient, ie on emphaty variable where the value gap that is equal to -0.09. The condition can prove that so far the hospital failed to give attention to each patient, in providing services not in accordance with the set time, the doctors and nurses less memamahi wishes of patients and the doctors and nurses are less concerned about the wishes of the patient. Suggestions that can be proposed in this study expected the hospital management that always tries to give maximum notice to the patient. It is expected that existing employees in the hospital always follow a schedule or a predetermined time of service, through its own business then there are no patients who feel disappointed by the services provided. The doctors and nurses are expected to always try to understand and have concern to patients. Business is conducted in an effort to get patients the best service from the hospital. Keywords: Quality of Services and Gaps

Item Type: Thesis (Other)
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Fitri Ramandhany
Date Deposited: 29 Oct 2015 07:45
Last Modified: 29 Oct 2015 07:45
URI : http://eprints.umm.ac.id/id/eprint/18937

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at]umm.ac.id - Website : http://lib.umm.ac.id - Online Catalog : http://laser.umm.ac.id - Repository : http://eprints.umm.ac.id

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo