Analisis Kesenjangan Dimensi Kualitas Layanan Berdasarkan Persepsi Manajemen dan Persepsi Pasien pada Unit Rawat Inap di Rumah Sakit Umum Daerah Dokter Abdul Aziz Singkawang Kalimantan Barat

Sunanto, Sandra
Nandiwardhana, Abraham

Jurnal Widya Manajemen & Akuntansi
Vol 5, No 1 (2005)

Creating consumer satisfaction is really important for company to create its competitiveness. Hospital as a service company must deliver the best service to her patients by designing and delivering good service quality which is including tangibles, reliability, responsiveness, assurance, and emphaty.