Improving Service Quality towards Patients' Satisfaction at Stroke Hospitals in West Sumatera

Meilani, Difana and Fatrias, Dicky and Alda, Anggita Prima Improving Service Quality towards Patients' Satisfaction at Stroke Hospitals in West Sumatera. The 14th International Conference on QiR (Quality in Research). pp. 1191-1196. ISSN 1411-1284

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Abstract

The failure of PMK/05/2013 in evaluating service quality causes hospitals to create assessment. The assessment used to see the gap between perception and expectation and also dimensions. A research by distributing 135 questionnaires to Bukittinggi Stroke Hospital in Inpatient room level I, II, III, and Outpatient of neuro clinic and internal medicine clinic was carried out. Servqual and Customer Relationship Management (CRM) were applied for seeing the influence among the dimensions and Structural Equation Modeling (SEM) for deciding the improvement priorities. The research shows that the gap between perception and expectation are -0.701 in Inpatient and -0.638 in Outpatient which means the service hasn't fulfilled the customers' desire. The dimension of assurance toward patients' desire is 4.283 and the dimension of empathy toward patient desire is 3.518. So, from SEM dimensions, it is identified that the most influential dimensions are empathy and assurance toward patients' desire. The caused hospitals must develop their staff skill, hospitality, and politeness. The credibility of patients, understandable information, and easy communication access are also needed to be upgraded.

Item Type: Article
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Teknik
Depositing User: Difana Meilani
Date Deposited: 21 Feb 2019 11:09
Last Modified: 25 Feb 2019 10:55
URI: http://repo.unand.ac.id/id/eprint/21802

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