FEBIOLA, FARAH AYU (2022) ANALISI KEPUASAN PELANGGAN TERHADAP LAYANAN APLIKASI HALODOC DENGAN MENGGUNAKAN METODE E-SERVQUAL. Undergraduate thesis, UPN VETERAN JAWA TIMUR.
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Abstract
In the health care industry, service quality is very important in realizing customer satisfaction. One example of the service industry sector is health services. One of the service sectors that uses the latest information technology is Halodoc. Halodoc is an application that connects health practitioners such as doctors, pharmacies, and laboratories directly with patients. The problems faced by halodoc, according to the patient's view of the service are still lacking, such as complaints from patients about the very limited consultation time, many medicines that are not evenly available in certain cities, and having to wait a few days if they need them. In addition, many patients complain that they are dissatisfied with halodoc's psychological consultation services because of the high cost and limited consultation time, not getting a solution, etc. This research is using e-servqual method (electronic service quality) which is a form of attitude, related to but not the same as satisfaction resulting from the comparison of expectations and performance. The results of this study found the quality of service in the Halodoc application based on the perceived value of 3.57; the attribute expectation value is 4.25 and the average gap (attribute) is -0.68. It can be seen that if the perceived value exceeds the expected value, then the service quality is considered good. Keyword : customer satisfaction, service quality, e-servqual method
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Farah Ayu Febiola | ||||||||
| Date Deposited: | 04 Mar 2024 05:32 | ||||||||
| Last Modified: | 04 Mar 2024 05:32 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/8152 |
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