MATEC Web Conf.
Volume 248, 20184th Engineering Science and Technology International Conference (ESTIC 2018)
|Number of page(s)||5|
|Published online||10 December 2018|
Improvement Priorities: Public Hospital Service Quality
Industrial Engieneering Department, Universitas Indonesia
* Corresponding author: email@example.com
Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly.
© The Authors, published by EDP Sciences, 2018
This is an Open Access article distributed under the terms of the Creative Commons Attribution License 4.0, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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