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All Journal Journal Industrial Servicess Jurnal Ilmiah Sains dan Teknologi (SAINTEK) Journal of Industrial Engineering & Management Research (JIEMAR) Indonesian Journal of Industrial Engineering & Management Golden Ratio of Mapping Idea and Literature Format Universal Journal of Science and Technology Moneter : Jurnal Keuangan dan Perbankan Journal of Innovative and Creativity
Maryani, Edna
Universitas Faletehan
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Materials Science & Nanotechnology Mathematics Mechanical Engineering Physics Social Sciences Transportation Other

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Implementation of a Hospital Management System in Maintaining Google Customer Review Rating Performance Using the Servqual Method Irawan Irawan; Andiko Nugraha Kusuma; Mukhlasin Mukhlasin; Edna Maryani; Oktioza Pratama
Moneter: Jurnal Keuangan dan Perbankan Vol. 14 No. 1 (2026): APRIL
Publisher : Universitas Ibn Khladun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/moneter.v14i1.2926

Abstract

This study aims to analyze service quality at Citra Sundari Hospital by comparing patients’ expectations and perceptions using the SERVQUAL method. The research employed a descriptive quantitative approach using a questionnaire consisting of 24 statements (P1–P24) covering the dimensions of tangible, reliability, responsiveness, assurance, and empathy. Data were analyzed using SPSS to obtain descriptive statistics and gap values between expectation and perception variables. The results showed that the average expectation scores ranged from 3.80 to 3.93, while the perception scores ranged from 3.66 to 3.90. Most indicators showed negative gaps, indicating that the services received by patients had not fully met their expectations, although overall service quality was categorized as good. The largest gaps were found in indicators P8 and P23 with a value of -0.20, while indicators P11 and P12 showed positive gaps. These findings indicate the need for service quality improvement, particularly in aspects with the largest gaps, in order to optimize patient satisfaction.
Co-Authors Apfiasari, Steela Ary Kurniati Asep Saepul Anwar Choesnul Jaqin Cipto Purwanto DAMAYANTI KARINI, NOFITASARI Erwan Darmawan Ghina Rizqandi Qurrota A'yun Heri Supriatna Hernadewita Humiras Hardi Purba Iqbal Fernando Irawan Irawan Iwa Nugraha Kenzo, Himalaya Bima Kusuma, Andiko Nugraha Lani Febriani Muhammad Azhar Firdaus Mukhlasin, Mukhlasin Nurjaman Nurjaman Oktioza Pratama Pratama Jaya Pratama, Oktioza Steela Apfiasari Sunadi, Sunadi Tampubolon, Salmon Wakyudi Wakyudi Yulaikah Yulaikah, Yulaikah Zulfa Fitri Katrinasari Zuniawan, Akhyar