Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018)

Factors Analysis of Service Quality at Clinic Telkom University

Authors
Leni Cahyani, Rahmat Hidayat
Corresponding Author
Leni Cahyani
Available Online May 2019.
DOI
https://doi.org/10.2991/icebef-18.2019.120How to use a DOI?
Keywords
service quality; Telkom University; analysis factors
Abstract
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.

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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  -