Uji Beda Antara Service Quality Perception Pasien Pada Rumah Sakit Umum Berdasarkan Dimensi Budaya di Surabaya

Susanti, Christina Esti (2011) Uji Beda Antara Service Quality Perception Pasien Pada Rumah Sakit Umum Berdasarkan Dimensi Budaya di Surabaya. In: Festival Seni Maranatha, 18 Pebruari 2011, Universitas Kristen Maranatha.

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Abstract

Culture include a bunch of norms, value, tradition, symbol, artefact, ideas, beliefs, behavior and ordinary that in-heritage such as languages, knowledge, laws, religion, daily meal, music, arts, technology, work-designed, product, and other things that seems specifically, by which those would be an identity of the people, that reflects the daily social relationship. Five culture's dimension helps to describe why society within variety of culture has differences in power distance, uncertainty avoidance, individualism, masculinity, and term orientation. The quality of the service from the organization is determined by the user's perceptions. These perceptions measured and evaluated with the dimension of service quality: tangible, reliability, responsiveness, assurance, and empathy. Concerning the service quality, patients commonly could not be provided by opinion, because these affected with culture environment and the one' experience. This research is aimed to examine and analyze the difference of cultural dimensions towards service quality perception of public hospital patient in Surabaya. Sample of the research are taken by using non-probability sampling method. The samples are chosen through purposive sampling, where the respondents are chosen based on certain criteria. The criteria are public hospital patients aged 18-25 years old and living in Surabaya. The results of the research show that there is a difference between cultural dimensions and service quality perception of the public hospital patients in Surabaya. Based on the analysis of the problems, it is suggested that a public hospital should pay attention to the cultural dimensions of the patients, which might be different one another.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: cultural dimensions, service quality perception.
Subjects: Business
Divisions: Proceeding > Faculty of Business
Depositing User: Users 12 not found.
Date Deposited: 24 Feb 2015 02:44
Last Modified: 19 Jul 2016 03:16
URI: http://repository.wima.ac.id/id/eprint/1478

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