期刊名称：Russian Journal of Agricultural and Socio-Economic Sciences
印刷版ISSN：2226-1184
电子版ISSN：2226-1184
出版年度：2019
卷号：85
期号：1
页码：94-98
DOI：10.18551/rjoas.2019-01.10
语种：English
出版社：Russian Journal of Agricultural and Socio-Economic Sciences
摘要：One of the indicators to measure the quality of health service is by observing customer satisfaction. Besides that, it could be used as a standard for a health center. The result of satisfaction level measurement leads to the dimension, characteristics, and indicators which make the patient feel satisfied or not towards the service by the health center officer. Thus, the health center officer could know and progress or improve if there is a service that is not satisfying according to the patient’s point of view and maintain the good service. This study aims to obtain an overview of customer satisfaction level by using five dimensions of service quality, which are tangible, reliability, responsiveness, assurance, and empathy. This study was explanatory research with quantitative approach. The data sample was 73 by using a random sampling method. The data analysis used univariate descriptive analysis. Importance-performance test and the Cartesian diagram were used to observe the level of conformity between the expectation and reality of service quality. The result of the descriptive analysis showed that the satisfaction level of the customer based on the average dimension was very satisfied. The result of the importance-performance test showed that the assurance dimension should be improved, which was the skill of the officer on doing the job and empathy dimension which was the doctor should know the patient who comes to get treatment.
