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Customer Satisfaction Analysis to Health Service by Servqual 5 Dimension Method and Customer Satisfaction Index

by Constatina A. Widi P., Wiranto Herry Utomo, Agustinus Fritz Wijaya
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International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Volume 70 - Number 12
Year of Publication: 2013
Authors: Constatina A. Widi P., Wiranto Herry Utomo, Agustinus Fritz Wijaya
10.5120/12014-8039

Constatina A. Widi P., Wiranto Herry Utomo, Agustinus Fritz Wijaya . Customer Satisfaction Analysis to Health Service by Servqual 5 Dimension Method and Customer Satisfaction Index. International Journal of Computer Applications. 70, 12 ( May 2013), 17-21. DOI=10.5120/12014-8039

@article{ 10.5120/12014-8039,
author = { Constatina A. Widi P., Wiranto Herry Utomo, Agustinus Fritz Wijaya },
title = { Customer Satisfaction Analysis to Health Service by Servqual 5 Dimension Method and Customer Satisfaction Index },
journal = { International Journal of Computer Applications },
issue_date = { May 2013 },
volume = { 70 },
number = { 12 },
month = { May },
year = { 2013 },
issn = { 0975-8887 },
pages = { 17-21 },
numpages = {9},
url = { https://ijcaonline.org/archives/volume70/number12/12014-8039/ },
doi = { 10.5120/12014-8039 },
publisher = {Foundation of Computer Science (FCS), NY, USA},
address = {New York, USA}
}
%0 Journal Article
%1 2024-02-06T21:32:40.762009+05:30
%A Constatina A. Widi P.
%A Wiranto Herry Utomo
%A Agustinus Fritz Wijaya
%T Customer Satisfaction Analysis to Health Service by Servqual 5 Dimension Method and Customer Satisfaction Index
%J International Journal of Computer Applications
%@ 0975-8887
%V 70
%N 12
%P 17-21
%D 2013
%I Foundation of Computer Science (FCS), NY, USA
Abstract

The aim of this this research is to measure the customer satisfaction in UKSW Policlinic by servqual five dimensions and Customer Satisfaction Index method. This survey can give information and evaluation material to be basis for the management to improve the service to reach customer satisfaction and service quality. There are 5 dimensions SERVQUAL with theirs 20 attributes which is the evaluation target from service quality factor. From customer satisfaction index method obtained figures satisfaction index by 47%, which suggests that patients were less satisfied with the performance of the policlinic UKSW.

References
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Index Terms

Computer Science
Information Sciences

Keywords

Healthcare Service Quality servqual Customer Satisfaction Index

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