| dc.contributor.author | ABDUL HAMID, MANSYUR | |
| dc.contributor.author | KUSUMAWARDHANI, AMIE | |
| dc.date.accessioned | 2017-06-07T03:38:28Z | |
| dc.date.available | 2017-06-07T03:38:28Z | |
| dc.date.issued | 2017 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/10665 | |
| dc.description | The General Hospital of Ende is recommended to evaluate its service quality due to the increasing complaints of the society it has served. Such evaluation plays a significant role in drawing the trust from the society. The particular research study aims at uncovering gaps in service quality as perceived by the hospital management and the customers (gap 1), gaps between customers’ percepts and expectation (gap 5), as well as analyzing factors contributing to the gaps found and the prioritized variables of improvement by means of the integration of Servqual and Kano Models. Out of 756 population of the patients hospitalized in this hospital during the study, 149 were randomly chosen as the samples.
Based on the analysis of the value gap 1, it is indicated that there is a gap between the perceptions of RSUD Ende management and customers expectations because the servqual is negative. The biggest negative gap is on Tangible 3, which means that the management of RSUD Ende has not fulfilled customers’ needs. The analysis of Gap 5 indicates a gap between customers’ perception and their expectations, indicated by negative gap. Empathy servqual has the biggest negative value because the customers do not experience faithfulness in their services. For must-be category, the majority is on empathy dimension, meaning that RSUD Ende needs to prioritize its empathy strength as its core business. | en_US |
| dc.description.abstract | The General Hospital of Ende is recommended to evaluate its service quality due to the increasing complaints of the society it has served. Such evaluation plays a significant role in drawing the trust from the society. The particular research study aims at uncovering gaps in service quality as perceived by the hospital management and the customers (gap 1), gaps between customers’ percepts and expectation (gap 5), as well as analyzing factors contributing to the gaps found and the prioritized variables of improvement by means of the integration of Servqual and Kano Models. Out of 756 population of the patients hospitalized in this hospital during the study, 149 were randomly chosen as the samples.
Based on the analysis of the value gap 1, it is indicated that there is a gap between the perceptions of RSUD Ende management and customers expectations because the servqual is negative. The biggest negative gap is on Tangible 3, which means that the management of RSUD Ende has not fulfilled customers’ needs. The analysis of Gap 5 indicates a gap between customers’ perception and their expectations, indicated by negative gap. Empathy servqual has the biggest negative value because the customers do not experience faithfulness in their services. For must-be category, the majority is on empathy dimension, meaning that RSUD Ende needs to prioritize its empathy strength as its core business. | en_US |
| dc.publisher | UMY | en_US |
| dc.title | INTEGRATING SERQUAL AND KANO MODELS IN THE SERVICES OF THE GENERAL HOSPITAL OF ENDE | en_US |
| dc.type | Article | en_US |
