ANALISIS KUALITAS PELAYANAN RUMAH SAKIT TERHADAP IMAGE (Studi pada Rumah Sakit Pemerintah “X" di Jakarta Selatan)

Willy Arafah
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引用次数: 2

Abstract

A good corporate image serves as an effective strategy in winning the competition with other businesses of the same type. Leading companies who wish to keep their status should always keep service quality mind. It has to be an absolute concem as the organization does not only have to face the competitors but also the customers who continuously change, vary, and are aware of their needs. Therefore, continuous enhancement of service quality has to be pro- vided. This study is aimed at 1) determining the service quality level of public hospital, form the patient perspective; 2) determining influence of service quality on corporate image. Service quality is measured in six dimensions know as servqual technique. The six dimensions serve as Tangibility (x1), Reliability (x2), Responsiveness (x3), Assurance (x4). Empathy (x5), Accesibitity and Affordability (X6). The research was conducted at the regional publichospital, with sampling was done by convenience random sampling technique obtain respondents. Gap analysis was used by comparing performance and expectation, while regression analy- sis was used by the inter-variable relationship of the hypothesis. In conclusion, the result of this study support some theories developed by the Parasuraman (Servqual), Brown (Cus- tomer Satisfaction/Revenue Enhancement Models) and Elhaitammy (Service Excellence). Furthermore, this confims the hypothesis that significant influence is evident quality on the corporate image.
形象服务质量分析(雅加达南部政府“X”医院的研究)
良好的企业形象是企业在与同类企业竞争中取胜的有效策略。龙头企业要想保持自己的地位,就必须时刻牢记服务质量。它必须是一个绝对的关注,因为组织不仅要面对竞争对手,还要面对不断变化的客户,变化,并意识到他们的需求。因此,必须不断提高服务质素。本研究旨在:1)从患者角度出发,确定公立医院的服务质量水平;2)确定服务质量对企业形象的影响。服务质量是用六个维度来衡量的,称为服务技术。这六个维度分别是:有形性(x1)、可靠性(x2)、响应性(x3)、保证性(x4)。同理心(x5),可及性和可负担性(X6)。本研究在地区公立医院进行,采用方便随机抽样的方法进行抽样,获得调查对象。对绩效与期望的比较采用差距分析,对假设的变量间关系采用回归分析。综上所述,本研究的结果支持了Parasuraman (Servqual)、Brown (Cus- customer Satisfaction/Revenue Enhancement Models)和Elhaitammy (Service Excellence)提出的一些理论。进一步,这证实了显著质量对企业形象有显著影响的假设。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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