Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Pasien Pada Rumah Sakit Bunda Medical Center

-, emrizal (2007) Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Pasien Pada Rumah Sakit Bunda Medical Center. Jurnal R & B, 2 (2). pp. 109-131. ISSN 1412-5080


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Competitive market among hospitals nowadays requires hospital management to put customers’ satisfaction as primary factor for surviving, competing, and achieving its marketplace. Managers must know certain things that are really concerned by customers and leadership must be able to provide good performance as required by the medical patient. The research uses medical patient of Bunda Medical Centre Hospital at its main sample by asking some questioners that focus on capability to conduct correct service (reability), capability to help medical patient by giving quick service (responsive), skill and politeness of employees for showing belief and trust (confidence), care and sympathy to medical patient (empathy) and performance of physical facilities, equipment and personal (tangible). All answers gained from respondents are processed trough importance and performance analysis. The result in then put into cartecious diagram. The research shows that performance provided by Bunda Medical Centre Hospital has fulfilled customers’ demand. The cartesius diagram consists of four parts. The first part shows performance of hospital is lower than customers’ expectation. Secondly, the performance of hospital is similar with customers’ expectation that indicates customers’ are satisfied with the services. In the third part customers’ expectation is low and hospital conducts standard performance. The last part shows customers’ expectation is low but the hospital conducts excellent performance that is much better than customers’ demand. Quality of Bunda Medical Centre Hospital in this diagram can be seen in the second, third and fourth parts. It means that services or performance of this hospital has fulfilled expectation or requirement of its customers’ and it can satify customers’ and succesfully

Item Type:Article
Subjects:C Social Sciences > CJ Social history and conditions. Social problems. Social reform
Divisions:Jurusan Administrasi Niaga > Prog.Studi Administrasi Bisnis-D3 > Jurnal/Karya Ilmiah
ID Code:231
Deposited By:Mr. OP Repo-4 Puskom
Deposited On:12 Oct 2016 11:17
Last Modified:08 Nov 2016 14:11

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