COMPARISON OF SERVICE QUALITY BETWEEN RSI SITI AISYAH AND RSUD KOTA MADIUN IN MADIUN

  • Muhammad Restu Utomo Jurusan International Business Networking Fakultas Bisnis dan Ekonomika Universitas Surabaya

Abstract

Hospital is one of medical facilities existed in order to treat patients who come to be treated regarding of their illness. However in Indonesia hospital as medical facilities are categorized into several categories as regulated by the government. Patients are then faced with choices in which hospital to be treated in. Improving and maintaining quality of medical care within hospital is important as quality of service provided by hospital may affect the economic growth of a region or even a country. The purpose if this study is to compare service quality between RSI Kota Madiun as private hospital and RSUD Kota Madiun as public hospital. SERVQUAL instrument is used to measure the comparison of service quality. Dimensions used in this research are empathy, tangible, assurance, timeliness and responsiveness. The research result indicates that there are significant differences of service quality between RSI Siti Aisyah Madiun and RSUD Kota Madiun. Results show that RSI Siti Aisyah Madiun delivered better service quality than RSUD Kota Madiun.

Downloads

Download data is not yet available.

References

Azwar, Saifuddin, 2001, Reliabilitas dan Validitas, Yogyakarta: Pustaka Pelajar Offset.

Babakus, E., and W. G. Mangold, 1992, Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation, HSR: Health Services Research, Vol. 26 No. 6: 31-45.

Camilleri, David., and Mark O’Callaghan, 1998, Comparing Public and Private Hospital Care Service Quality, International Journal of Health Care Quality Assurance, Vol. 11: 127-133.

Edvardsson, Bo., et al., 2005, Service Portraits in Service Research: A Critical Review, International Journal of Service Industry Management, Vol. 16: 107-121.

Irfan, S.M., and A. Ijaz, 2011, Comparison of Service Quality Between Private and Public Hospitals: Empirical Evidences from Pakistan, Journal of Quality and Technology Management, Vol. 7: 1-22.

Kang, Gi-Du and Jeffrey James, 2004, Service Quality Dimensions: An Examination of Grönroos’s Service Quality Model, Managing Service Quality, Vol. 14, No. 4, pp. 266-277

Kotler, Philip et al., 2009, Marketing Management an Asian Perspective, 5th Edition, Singapore: Prentice Hall

Mearson, Michael H., et al., 2012, GLOBAL HEALTH Diseases, Programs, Systems, and Policies, Third Edition, USA: Jones & Bartlett Learning.

Parasuraman, A., et al., 1985, A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing, Vol. 49, pp 41-50.

Parasuraman, A., et al., 1988, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64.

Siregar, C. J. P., and Amalia L., 2004, Farmasi Rumah Sakit: Teori dan Penerapan, Jakarta: EGC.

Suki, N. M. and Lian, J. C. C., 2011, Do Patients’ Perceptions exceed their expectations in private healthcare setting? International Journal of Health Care Quality Asurance, Vol. 24, pp. 42-56.

Taner, T. and Anthony, J., 2006, Comparing Public and Private Hospital Care Service Quality in Turkey, Leadership in Health Services, Vol. 19, pp. 1-10.

Wong, Joseph C.H., 2002, Service Quality Measurement in a Medical Imaging Department, International Journal of Health Care Quality Assurance, Vol. 15 No. 2, pp. 206-212.

Zeithaml, V. A., Parasuraman, A., Berry, L.L., 1990, Delivering Quality Service: Balancing Customer Perception and Expectation, New York: The Free Press.

http://202.70.136.52/rsonline/report/report_by_catrs.php; retrieved: 12 November 2013.
Published
2015-09-01
How to Cite
UTOMO, Muhammad Restu. COMPARISON OF SERVICE QUALITY BETWEEN RSI SITI AISYAH AND RSUD KOTA MADIUN IN MADIUN. CALYPTRA, [S.l.], v. 4, n. 2, p. Hal. 1 - 17, sep. 2015. ISSN 2302-8203. Available at: <http://journal.ubaya.ac.id/index.php/jimus/article/view/2161>. Date accessed: 05 dec. 2019.