The objectives of research were to measure average of expectation level on service quality dimension, to measure perception average level on service quality dimension, and to identify the differences of average levels between expectation and perception on...
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The objectives of research were to measure average of expectation level on service quality dimension, to measure perception average level on service quality dimension, and to identify the differences of average levels between expectation and perception on service quality dimension, 4) to measure gap services quality (The difference in average size of expectation and perception) on service quality dimension, 5) to identify the correlation or the link between expectation and perception on every dimension of service quality at Policlinic BPK RI, 6) also to identify the difference between the expectation average level and the perception average level in a range period of time. This type of research is an analytic with cross sectional design. The subject of this research is patients at Policlinic BPK RI (n=96). Instrument research, SERVQUAL questioner which adopted from Parasuraman model with five dimensions, they are reliabilities, response force, warranty, empathy, physical evidence whic
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