Study Comparing the Quality of Service and Customer Satisfaction of Hospitalization before and During the Covid-19 Pandemic at the Private Hospital of Gorontalo City

Authors : Yulinda L Ismail; Dr Raflin Hinelo; Cindy P.J Daud; Yazid B. Pautina

Volume/Issue : Volume 6 - 2021, Issue 9 - September

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This study aims to analyze the comparison of service quality and customer satisfaction of hospitalization before and during the Covid-19 pandemic at private hospitals in Gorontalo City. The methods used in this study are comparative methods and techniques with survey approaches, which will explain the circumstances and compare between the time before and during the covid-19 pandemic in Gorontalo City. the number of axial samples of 100 patients / families of patients from a population of 500 people. The results of the study showed that for indicators of physical appearance and hospital admission services (TF-PMRS), Reliability and Physician Services (Kh-Pl. D), Responsiveness and Care Services (DT-Pl. Pw) has a significant level of difference before and during the covid pandemic. While on the Empathy and Patient Eating Service (Em-PMP) indicator, as well as the Indicator of Guarantee and Financial Administration Services (JamPAK) have no difference before and during the covid-19 pandemic.

Keywords : Comparison, Quality, Service, Satisfaction


Paper Submission Last Date
31 - May - 2022

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