ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS LAYANAN JASA DI UPT. KLINIK KESEHATAN UNIVERSITAS SRIWIJAYA MENGGUNAKAN FUZZY SERVICE QUALITY

INDAH, TEARA RENCY NOVIA and Kresnawati, Endang Sri and Dewi, Novi Rustiana (2017) ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS LAYANAN JASA DI UPT. KLINIK KESEHATAN UNIVERSITAS SRIWIJAYA MENGGUNAKAN FUZZY SERVICE QUALITY. Undergraduate thesis, Sriwijaya University.

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Abstract

Patient satisfaction is an indicator of the success of health providers. The purpose of this study was to analyze the level of patient satisfaction on services at Sriwijaya University health clinic and identify the service attributes that should be improved and enhanced its quality. The research method used in this study was fuzzy service quality. The results of this research showed that 21 attributes of service quality should be priority improvement, the completeness of specialist doctors is the main priority, while physician's ability to resolve patient complaints become the last priority. All servqual dimensions have an unsatisfactory quality, as seen from the negative value in all dimension of reliability, responsiveness, assurance, empathy, and tangibles. All the negative value, reliability dimension (-0,032) has a gap with the smallest value or the least satisfactory quality. As a whole patient is still assessed service quality of Sriwijaya University health clinic negatively because value servqual as a whole is -0,026 which its meaning is service quality is not accordance as the patient expectation yet.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	The Quality of Service, Customer Satisfaction, Fuzzy Servqual
Subjects:	Q Science > QA Mathematics > QA1-939 Mathematics > QA9.64.A56 Computer science. Fuzzy mathematics.
Divisions:	08-Faculty of Mathematics and Natural Science > 44201-Mathematics (S1)
Depositing User:	Mrs Dies Meirita Sari
Date Deposited:	12 Dec 2019 02:45
Last Modified:	12 Dec 2019 02:45
URI:	http://repository.unsri.ac.id/id/eprint/21441

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