Endah Utami


RSU PKU Muhammadiyah Bantul is one of the charities Muhammadiyah Persyarikatan
business located in the district of Bantul. In its efforts to enhancing the quality of service, the
management did attempt to explore what the keinginkan customers. Steps taken by
management is to provide a suggestion box, but the attention of the customer against such a
move does not show a meaningful response. This study aims to assist the hospital management
to explore the desires of customers based on SERVQUAL Model
SERVQUAL model of service quality measurement model is formulated by
Parasuraman. This model defines the gap or gap (G) for service quality factor. As for the
dimensions of service quality used five dimensions of service quality developed by
Parasuraman et al, including the dimension Tangibles, Responsivness, Reability, Assurance
and Emphaty
The research results showed that all the attributes of the value gap. But once the
performance is quite satisfactory, it is seen from all the attributes of the service shows the value
above 3. The efforts undertaken by the acquisition by the largest gap value in each dimension of
SERVQUAL, among others, prioritize budgetary allocations to the procurement of medical
devices, training in terms of skills, attitudes and behavior conducted periodically by
management and pencermatan back towards the outsourcing of cleaning service in terms of
technical coordination
Key words: Quality of service, the dimensions of quality, SERVQUAL

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Kes Mas: Jurnal Fakultas Kesehatan Masyarakat 
ISSN 2620-2999 (online) | 1978-0575 (print)
Universitas Ahmad Dahlan
Kampus III UAD
Jln. Prof. Soepomo, Janturan
Yogyakarta 55164, Indonesia
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