CD Skripsi

Analisis Komparatif Persepsi Penerapan Program Total Quality Management (TQM) Dan Persepsi Kualitas Pelayanan (SERVQUAL) (Studi Kasus Pada Rumah Sakit Umum Daerah Kota Dumai)

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This study aimed to compare the perception of implementation Total Quality Management Program and the perception of Service Quality (SERVQUAL) that conducted by the employee and the patient of Rumah Sakit Umum Daerah Kota Dumai.
The Data Sampling Technique was did by questionaire method that consist of two kinds of questionnaire that is, 86 questionnaire for Total Quality Management program that consist of Medical, Employee, Nursing Paramedic, and Non-nursing paramedic and 200 questionnaire for Service Quality into 100 questionnaire Rawat Jalan and 100 questionnaire of Rawat Inap. Data analysis and processing of this study used analysis of two sample comparative t test. Data test used for this analysis of two sample comparative t test was data quality testing that consist of validity test and data realibility.
The result of this study showed that there is a significant difference between implementation of Total Quality Management (TQM) perception and Service Quality (SERVQUAL) perception on instalation Rawat Jalan and Rawat Inap and there is a significant difference on Service Quality perception between Rawat Jalan and Rawat Inap.
Keywords : Total Quality Management (TQM), Service Quality (SERVQUAL), Hospital

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02.114 (0208)

Penerbit

Pekanbaru : Universitas Riau - FEKON – Manajemen., 2014

Deskripsi Fisik

xii, 119 hlm.; ill.;29 cm

Bahasa

ISBN/ISSN

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Klasifikasi

02 02.114 (0208)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

Dewa

Versi lain/terkait

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