Measuring Patients Satisfaction of Service Quality Using Servqual Analysis: Case Study Krakatau Medika Hospital
Increasing of high demand of healthcare service following by improved educational levels among Indonesians has led Indonesia to the new phenomena where at least 400,000 Indonesians seek healthcare service and medical treatment in neighbouring countries. as a result, Indonesia has loss national revenue in healthcare service. Service quality in healthcare industry can be measure with SERVQUAL theory. This study aimed at determining the overall service quality perceived by patients in Krakatau Medika Hospital and identifying the dimension that brings satisfaction to patients. the research was conducted at Krakatau Medika Hospital, Cilegon- Banten by distributing 100 questionnaires to patient and data from questionnaire was processed and displayed in form of statistical and numerical data. This research revealed that service quality has a significant influence on patient satisfaction and the Assurance of service quality was the highest influencing on patient satisfaction. the result provides recommendation for Krakatau Medika Hospital management to improve their service quality effectively.
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