SERVICE QUALITY IMPROVEMENT EFFORTS RSU PKU MUHAMMADIYAH BANTUL SERVQUAL MODEL BASED
Abstract: RSU PKU Muhammadiyah
Bantul is one of the charitiesMuhammadiyah Persyarikatan business located in
the district of Bantul. In its efforts
to enhancing the quality of service, the
management did attempt
to explore what
the keinginkan customers.
Steps taken by management is to provide a suggestion box,
but the attention of the customer
against such a move does not show a meaningful response. This study aims to assist
the hospital management to explore the desires of customers based on SERVQUAL
Model SERVQUAL model of
service quality measurement
model is formulated by Parasuraman. This
model defines the
gap or gap
(G) for service
quality factor. As
for the dimensions of
service quality used
five dimensions of
service quality developed
by Parasuraman et al,
including the dimension
Tangibles, Responsivness, Reability,
Assurance and Emphaty
The research results
showed that all
the attributes of the
value gap. But
once the performance is quite
satisfactory, it is seen from all the attributes of the service shows the value
above 3. The efforts undertaken by the acquisition by the largest gap value in
each dimension of SERVQUAL, among others,
prioritize budgetary allocations
to the procurement
of medical devices, training
in terms of
skills, attitudes and behavior
conducted periodically by management
and pencermatan back
towards the outsourcing
of cleaning service
in terms of technical coordination
Penulis: Endah Utami
Kode Jurnal: jpkesmasdd120346
