Putri Kholifatul Wanda, - and Windijarto, - and Falih Suaedi, - (2019) The Effect Of Health Service Quality By Using Service Quality Dimension On The Customer Satisfaction At Balongsari Health Center. Russian Journal of Agricultural and Socio-Economic Sciences, 85 (1). pp. 94-98.
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Text (ARTIKEL)
10. THE_EFFECT_OF_HEALTH_SERVICE_QUALITY_BY_USING_SERV.pdf Download (131kB) |
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Text (SIMILARITY)
10. Turnitin The effect of Health service.pdf Download (1MB) |
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Text (VALIDASI)
10. Validasi The Effect Of Health Service Quality By Using Service Quality Dimension On The Customer Satisfaction At Balongsari Health Center.pdf Download (547kB) |
Abstract
One of the indicators to measure the quality of health service is by observing customer satisfaction. Besides that, it could be used as a standard for a health center. The result of satisfaction level measurement leads to the dimension, characteristics, and indicators which make the patient feel satisfied or not towards the service by the health center officer. Thus, the health center officer could know and progress or improve if there is a service that is not satisfying according to the patient’s point of view and maintain the good service. This study aims to obtain an overview of customer satisfaction level by using five dimensions of service quality, which are tangible, reliability, responsiveness, assurance, and empathy. This study was explanatory research with quantitative approach. The data sample was 73 by using a random sampling method. The data analysis used univariate descriptive analysis. Importance�performance test and the Cartesian diagram were used to observe the level of conformity between the expectation and reality of service quality. The result of the descriptive analysis showed that the satisfaction level of the customer based on the average dimension was very satisfied. The result of the importance-performance test showed that the assurance dimension should be improved, which was the skill of the officer on doing the job and empathy dimension which was the doctor should know the patient who comes to get treatment.
| Item Type: | Article | ||||||||
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| Uncontrolled Keywords: | Service quality, importance-performance analysis, health service quality, patient satisfaction, public service | ||||||||
| Subjects: | H Social Sciences | ||||||||
| Divisions: | 07. Fakultas Ilmu Sosial dan Ilmu Politik > Administrasi Negara | ||||||||
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| Depositing User: | Tn Slamet Triyono | ||||||||
| Date Deposited: | 04 May 2023 02:43 | ||||||||
| Last Modified: | 08 May 2023 00:24 | ||||||||
| URI: | http://repository.unair.ac.id/id/eprint/126112 | ||||||||
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