Riono and Ahmadi
Service Quality is a very important concept that must be understood if the company wants to remain competitive and evolving. Quality of service in hospitals should be directed to patient satisfaction, this is to maintain patient loyalty. With the development of business competition, it is important to make health care providers improving their service qualities. The purpose of this research was to identify the gap between perception and expectation of customer to health service at inpatient unit of Dr. Ramelan hospital. In this research, we used servqual method which was integrated with fuzzy method. Based on the results of this study, it was showed that the attributes of X5 (bathroom hygiene and clean water availability) had the greatest gap of 25 health service attributes identified at the Dr. Ramelan hospital. Based on the results of this study, it could be concluded that the results could assist the management of the hospital in determining the policy setrategy by prioritizing attributes that have a big gap to improve the quality of its services.
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