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dc.contributor.authorNugroho, Arif Julianto Sri
dc.contributor.authorPrasetyo, Jarot
dc.contributor.authorNursito, Sarwono
dc.date.accessioned2014-08-11T03:56:35Z
dc.date.available2014-08-11T03:56:35Z
dc.date.issued2014-06
dc.identifier.citationAaker, D.A., V., & Day, G. S. (2008). Marketing Research, 9 th ed. New York: John Wiley & Sons. Babacus E Mangold (2002) “Adapting the Servqual Scale to Hospital Service: an emprical investigation”, Health Service Journal 26 (6): 767-86 Bowers MR, Swan JE, Koehler( 2004) “What attributes determine quality and satisfaction with health care delivery ?”, Health Care Management Review 19(4): 49-55 Cooper, Donald, R., & Pamela S Schindler. (2009), Business Research Method 8 th ed. New York: MC. Graw Hill Crask, M., Fox, R.J., & Stout, R.G. (2005), Marketing Research; Principles and Applications. New Jersey: Prentice Hall. Cronin JJ, Taylor SA (1992) Measuring Service Quality: A reexamination and extension, Jounal of Marketing 6; 55-68 Gronroos (2004) “A Service quality Model and its marketing Implication”, Europe Journal Marketing, 18 (4); 36-44 Hair J.F., Anderson, R.E., Tatham, R. L., & Black, W. C. (2008), Multivariate Data Analysis”. 7 th ed. New Jersey; Prentice-Hall International, Inc. Julianto Arif,(2001). “ Analisis nilai tambah pada jasa Agribisnsi”, Penelitian Reguler LPMUniversitas Widya Dharma Klaten.sponsor Unwidha Klaten Julianto Arif, Sarwono (2008). “Penerapan Model Servqual Mengukur Pelayanan PDAM Kab Klaten”, Penelitian Reguler LPMUniversitas Widya Dharma Klaten.sponsor Diknas Provinsi Jateng Julianto Arif, Haris , Hadi , Didik (2010). “Pengukuran Kepuasan Masyarakat dari pelayanan Lembaga Ombudsman”, Penelitian Reguler LPM-Universitas Widya Dharma Klaten.sponsor DP2M Dikti Jakarta Kotler, P. (2009). Marketing Management: Analysis, Planning, Implementation, and Control (13 th Ed). New Jersey: Prentice Hall. Lam SSk (1997) “Servqual: a tool for mesuring patient’s opinions of Hospital service Quality in Hongkong “, Total Quality Management Journal 8 (4): 145-152 Luk, Sh TK and Layton, R (2002) “ Perception Gaps in Customer expectations : Managers versus service providers and customers” the Service Industries Journal, Vol 22 No 2 April pp 109-128 Martilla JA & James (1975), “Revisiting Importance-Perfomance Analysis”, Journal of Marketing, 617-627 Parasuraman, A., A., Zeithamal, V., & I. Berry, L. (1985). “A Conceptual Model of Service Quality and Its Implication”, Journal of Marketing, Vol. 49 (fall) pp 41-50 Santoso, S. (2007). SPSS: Statistik Parametrik. Jakarta: Elex Media. Sekaran, U. (2007), Research Methods for Business, A Skill Building Approach, 5 nd ed. John Willey & Sons, Inc. Singarimbun , Masri, dan Sofian Effendi, 1989, Metode Penelitian Survey, Jakarta : LP3ES Stamatis, D.H. (2006). Total Quality Service: Principles, Practices and Implementation. Florida: St. Lucies Press. Suhartono (2011)” Anggaran Naik, Tidak ada yang Berubah” Kompas, 16 September 2011 Youssef FN (2006) “Health care quality in NHS Hospital”, Internasional Jounal Health care Quality Assurance, 9 (1) : 15-28 Zeithaml, VA, Parasuraman, A., & Berry, LL. (1990). Delivering quality service, balancing customer perceptions and expectations,NY:The Free Pressen_US
dc.identifier.isbn978-602-70429-1-9
dc.identifier.urihttp://hdl.handle.net/11617/4708
dc.description.abstractIn order to increasing public’s welfare, especially in health, Sukoharjo regent made one policy to create primary health service charge of free in community health center to the public without differentiate the socioeconomic status, with 2009 decision Letters of Sukoharjo Regent, No 02. In performing this policy, there is much problem both technical and operational. This research is aimed at investigating external people satisfaction in public health care services, Dinas Kesehatan Kabupaten Sukoharjo, 100 people are chosen as samples with Servqual model.The research illustrates that the Servqual model as a useful managerial tool can be applied in identifying areas to which management resources should be allocated in order to improve and enchance the quality of service the Dinas Kesehatan Intitution. The result shows that most servqual model factors:tangibles, reliabilities, assurance, responsiveness, empathies are less satisfied than it should be.en_US
dc.publisherUniversitas Muhammadiyah Surakartaen_US
dc.subjectcommunity health center qualityen_US
dc.subjectServqualen_US
dc.subjectsatisfactionen_US
dc.titleTingkat Konfirmasi Masyarakat Sukoharjo terhadap Mutu Layanan Kesehatan Dasar Gratis Sebagai Perwujudan Hak Sehat Bagi Warga Negaraen_US
dc.typeArticleen_US


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