Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Rawat Jalan Dengan Metode CSI, Fuzzy Servqual, Dan IPA (Studi Kasus: Muhammadiyah Medical Center, Sukoharjo, Indonesia)

Primananda, Fitdhan and -, Ahmad Kholid Al Ghofari, S.T., M.T. (2020) Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Rawat Jalan Dengan Metode CSI, Fuzzy Servqual, Dan IPA (Studi Kasus: Muhammadiyah Medical Center, Sukoharjo, Indonesia). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

With the increasing number of visitors it is necessary to identify whether it is balanced with the increasing MMC services. Research is needed at MMC to assess whether the outpatient services that consumers expect are in accordance with perceived reality. Based on this research aims to identify the level of customer satisfaction with the quality of outpatient services in MMC, identify the attributes that must be improved quality of service, and provide suggestions for improvement. The method used is the customer satisfaction index, fuzzy servqual, and importance performance analysis by comparing customer expectations and perceptions related to service with tangibility, responsiveness, reability, assurance, and empathy dimensions. The results of this study indicate that consumer satisfaction with MMC performance is only in the satisfied category, and of the five service dimensions all get a negative gap value. Thus it is necessary to improve to improve the quality of service.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Fuzzy Servqual, IPA, CSI, Kualitas Pelayanan, Kepuasan Konsumen
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Teknik > Teknik Industri
Depositing User:	FITDHAN PRIMANANDA
Date Deposited:	22 Sep 2020 01:55
Last Modified:	22 Sep 2020 01:55
URI:	http://eprints.ums.ac.id/id/eprint/86031

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