Anik Kurniatul H, - (2007) Analisis Perencanaan Sarana Dan Prasarana Berdasarkan Kebutuhan Dan Harapan Pelanggan Terhadap Fasilitas Diruang Vip Rumah Sakit Surabaya Internasional. Skripsi thesis, Universitas Airlangga.

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Abstract

The quality of services of the hospital is certain by the need and expectation the customer. The facilities that more expected to make the main impression to the customer decided to use the facility of hospital. The room facilities of Surabaya International hospital have been available but it is not optimal yet especially the support facilities of nursing room. The purpose of the research is to analyze the plan of the facilities of hospital, is based on the need and expectation of the customer to the VIP room facilities in Surabaya International hospital. This research uses descriptive analytic design, the sampling technic use sampling propose technic with totally sampling is 26 responden. The Independent variable of the analysis is the need and expectation of the customer, and Dependen variable of this analysis is the plan of the facilities. The data is collected by observation chart and content analysis than it is analized to use Descriptive statistic of analysis. The result of the analysis is showing that the hospital as provider of the facilities and the need of the customer to influence the proses of the project to provide facilities to make satisfied of the customer. Certainly, there is needed to make further analysis to know how the expectation of the relationship between need and expectation of the employee to the hospital facilities.

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