Strategi Peningkatan Layanan Kesehatan menggunakan Integrasi Metode Fuzzy Servqual (Studi Kasus: RSU Vina Estetica Medan).

Abstract

Service Quality in the service business is very important for customer. If the perceived service quality equal or exceed the service quality expected, the quality is said to qualitatively and satisty so it is with the quality of health services is influenced by the interaction between patients with a hospital. Necessary to understanding what the customer is a major factor in assessing the quality of health care in hospitals. By measuring the level of satisfaction of patients who had given to the methods used are fuzzy servqual, to determine the level of servqual gap between customer expectations and perceptions. Fuzzy logic is used as an attempt to reduce the uncertainly of the respondents in providing value expectations and perleptions of service quality in. The result showed that priority to be improved is the availability of modern tools with the highest gap value taht is equal to -0,983. The case also for the accuracy of the schedule visit by a doctor , the process of achieving rapid location of care, processes of care rapid administration, attention to individual patient and attention to family of patient would be priority to improve.