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IMPLEMENTASI METODE SERVQUAL UNTUK EVALUASI PELAYANAN BERBASIS WEB (STUDI KASUS : PUSKESMAS TALUN KABUPATEN BLITAR)

Hariyanto, Septa (2018) IMPLEMENTASI METODE SERVQUAL UNTUK EVALUASI PELAYANAN BERBASIS WEB (STUDI KASUS : PUSKESMAS TALUN KABUPATEN BLITAR). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Health is a human right and one of the elements that must be realized in accordance with the ideals of the Indonesian nation. In an organization engaged in the field of services, especially in the provision of health services that is puskesmas, patient satisfaction should be their main goal in providing services. The method used to measure the gap between customer perception and expectation in this research is Service Quality (Servqual) method developed by Parasuraman et al. Servqual is one method that can be used to measure customer satisfaction for services that have received that is by comparing the level of perception and expectations. Servqual assess the quality of service based on 5 dimensions of quality, namely dimension tangibles, responsiveness, reliability, assurance, and emphaty. By using servqual method researchers can create a system that can assess the level of customer satisfaction using services puskesmas. In the use of the system, the results obtained data on the level of patient satisfaction at the Community Health Center Talun Blitar in February 2016 with an average value of 2.646 or categorized quite satisfied. The data obtained can set benchmarks for a service provider to improve the level of service.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201110370311002
Keywords: Puskesmas, Patient satisfaction, Servqual
Subjects: Z Bibliography. Library Science. Information Resources > ZA Information resources
Divisions: Faculty of Engineering > Department of Informatics (55201)
Depositing User: Sulistyaningsih Sulistyaningsih
Date Deposited: 07 Jan 2019 07:14
Last Modified: 07 Jan 2019 07:14
URI : http://eprints.umm.ac.id/id/eprint/42997

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