Parwati, Niken and Nugroho, Arif Yoga (2013) Analisis kualitas pelayanan pada rumah sakit ibu dan anak XYZ. Jurnal Ilmiah Teknik Industri, 1 (1). pp. 41-49.
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Abstract
A medium upscale women and child hospital wants to know their customer perception about their service delivery quality. They have not conduct any survey nor study for this need yet. To solve this problem they conduct customer survey. Then to calculate and analyze the data, Fuzzy Servqual method were used. With this method the company can find out the gap between the company service delivery quality performance compare with the customer expectation. The result show that the largest gap values was the tangible dimension, which is the the parking lot, the location and the capacity.
| Item Type: | Article |
|---|---|
| Additional Information: | TURNITIN's similarity index result was checked based on rules stated in "Pedoman Operasional Penilaian Angka Kredit Kenaikan Jabatan Akademik/Pangkat Dosen" (http://lldikti12.ristekdikti.go.id/wp-content/uploads/2019/03/PO-PAK-2019_MULAI-BERLAKU-APRIL-2019.pdf) pp. 23-25. |
| Uncontrolled Keywords: | fuzzy servqual, GAP, service delivery quality, expectation, performance |
| Subjects: | 600 Applied sciences & technology > 650 Management & public relations 600 Applied sciences & technology > 650 Management & public relations > 658 General Management |
| Divisions: | Universitas Al-Azhar Indonesia (UAI) > Fakultas Sains dan Teknologi (FST) > Teknik Industri |
| Depositing User: | Rifda Jilan |
| Date Deposited: | 04 May 2023 08:10 |
| Last Modified: | 10 May 2023 02:30 |
| URI: | http://eprints.uai.ac.id/id/eprint/2281 |
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