| dc.description.abstract | The Panembahan Senopati Hospital is commited in using Anjungan
Pendaftaran Mandiri machine as an innovation in registration phase. This step has
been taken by the Hospital to improve the service performance due to the long
dissactifactory history regarding registration phase. Futhermore, this reaseach
aims to analyze the public service performance in using Anjungan Pendaftaran
Mandiri at Panembahan Senopati Hospital in 2018. Whether the service using
registration machine is better than the manual registration method or not. This
research used descriptive-explorative qualitative research aiming to describe
phenomena or situation. This research explored and analyzed the events that
occured. The phenomena in this reserach was the service performance of the staff
in serving the customers using registration machine. The resulst of this study were
divided into five indicators, which are tangible, reliability, responsiveness,
assurance, and emphaty. From the interview done with customers, it was seen that
most all of the indicators are satisfied compared the old method. Dispite, there are
still some problems that make customers feel less satisfied with the service | en_US |
