THE ANALYSIS OF SERVICE QUALITY WITH SERVICE QUALITY (SERVQUAL) APPROACH AND ITS EFFECT TO CUSTOMER SATISFACTION AT THE HOSPITAL BUSINESS
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Date
2010-07-05
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National Taipei university
Abstract
Internal marketing is important strategy to boost a service that will make customer
satisfy. This research use service quality (servqual) approach which analyze the gap
between perceptions and expectations of the customer (patient), concerning with the
service at Hospital “X”. The satisfaction level is evaluated based on the different
between those two points. There are five dimensions in service quality (servqual), they
are tangible, reliability, responsiveness, empathy, and assurance (Parasuraman,
Zeithaml, &Berry, 1985). General purpose of this research to know some factors that
impact patient satisfaction to Hospital “X” in Bandung, West Java. The purpose are (1)
to describe applied of service quality (servqual) dimension in Hospital Business (2) to
know service quality (servqual) dimension that make patient satisfaction, and (3) to
know service quality (servqual) dimension that dominant impact patient satisfaction
in Hospital “X”. The research methodology was carried out in a survey cross-sectional
applied to 78 respondents. The data obtained was analyzed by using reliability method,
correlation and regression. Result of research showed that hospital service attributes
have positive impact and significant to build customer (patient) satisfaction. The result
of this research expected to give more knowledge about the importance of service
quality (servqual), so that it can be a suggestion substance for management in evaluate
their service.
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Keywords
Service Quality (Servqual) Dimention, Customer Satisfaction