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All Journal G-Tech : Jurnal Teknologi Terapan
Paranindra Ardhana Biroe Aurori
Universitas Islam Negeri Sumatera Utara, Indonesia
Computer Science & IT Decision Sciences, Operations Research & Management Energy Engineering

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Implementasi Metode Servqual Dalam Sistem Informasi Klinik Afrina Dental Care Berbasis Web Paranindra Ardhana Biroe Aurori; Raissa Amanda Putri
G-Tech: Jurnal Teknologi Terapan Vol 8 No 4 (2024): G-Tech, Vol. 8 No. 4 Oktober 2024
Publisher : Universitas Islam Raden Rahmat, Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70609/gtech.v8i4.5433

Abstract

­­­­­­­­­Klinik Afrina Dental Care, operating in Simpang Empat District, Asahan Regency since 2006, offers a variety of dental care services. This study aims to improve service quality through the application of the Servqual method in a web-based information system, which measures five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The analysis results indicate that the overall service quality exceeds patient expectations. The "Assurance" dimension recorded the largest gap (10.308), indicating that assurance and trust are highly appreciated by patients. Conversely, "Reliability" showed the smallest gap (5.385), highlighting the need for improvement in reliability. Although the overall service is satisfactory, certain aspects related to reliability require more attention to bridge the gap between expectations and reality.
Co-Authors Raissa Amanda Putri