Factors Analysis of Service Quality at Clinic Telkom University
Leni Cahyani, Rahmat Hidayat
Available Online May 2019.
- https://doi.org/10.2991/icebef-18.2019.120How to use a DOI?
- service quality; Telkom University; analysis factors
- A large number of tertiary institutions in Indonesia has made the conditions of competition tight for universities, especially private universities. The improvement of facilities and the quality of services provided are parameters in seeing the performance of an organization. This study aims to describe and look at the dominant factors in shaping the quality of health services provided by Telkom university to students through the variables tangible, empathy, responsiveness, and assurance. This type of research is a quantitative description. The analysis technique used in describing the quality of clinical services is by descriptive analysis that is described through the continuum line, while to see the factors of the most dominant quality of service is to use confirmatory factor analysis. The number of respondents taken in this study were 110 respondents and were students at Telkom University. The results of this study indicate that the quality of clinical services is 67%, meaning that the quality of clinical services based on student perceptions is still considered good. For the strongest variable indicators to form latent variables, service quality is reliability, this is because the elements of reliability are in direct contact with the respondent and this is very easy to assess, the assessment of medical personnel skills.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Leni Cahyani AU - Rahmat Hidayat PY - 2019/05 DA - 2019/05 TI - Factors Analysis of Service Quality at Clinic Telkom University BT - Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018) PB - Atlantis Press SP - 558 EP - 562 SN - 2352-5428 UR - https://doi.org/10.2991/icebef-18.2019.120 DO - https://doi.org/10.2991/icebef-18.2019.120 ID - Cahyani2019/05 ER -