• ISSN: 2010-0248 (Print)
    • Abbreviated Title: Int. J. Innov.  Manag. Technol.
    • Frequency: Quarterly
    • DOI: 10.18178/IJIMT
    • Editor-in-Chief: Prof. Jin Wang
    • Managing Editor: Ms. Nancy Y. Liu
    • Abstracting/ Indexing: Google Scholar, CNKI, Ulrich's Periodicals Directory,  Crossref, Electronic Journals Library.
    • E-mail: ijimt@ejournal.net
HOME > Archive > 2018 > Volume 9 Number 6 (Dec. 2018) >
IJIMT 2018 Vol.9(6): 246-251 ISSN: 2010-0248
doi: 10.18178/ijimt.2018.9.6.820

Evaluating Hospital Service Quality: An Application of CZSQ and CZIPA

M. Mujiya Ulkhaq, Muhammad F. A. Prakoso, Verana K. Sari, and Lia Maduma

Abstract— The objectives of this study is to evaluate service quality of hospital by benchmarking against its competitors and prioritize the service attributes that have to be improved. The first was obtained by employing the customer zone of tolerance-based service quality (CZSQ) and the second was attained by CZSQ-based importance-performance analysis (CZIPA). They are considered as novel assessment tools which were proposed to handle the inability of customer zone of tolerance and a classic importance-performance analysis to evaluate the priorities of service attributes that have to be improved. Six criteria which comprise of twenty sub-criteria were used to accomplish those aforementioned objectives. A case study to exhibit the applicability of the methods was conducted to assess a public hospital located in Semarang, Indonesia, and compare it with two private hospitals which are also located in the same city. The result shows that respondents are not satisfied enough with the service provided by the public hospital (the CZSQ scores are negative for 19 of 20 sub-criteria). It is indicated that there are a lot of rooms for improvement. The CZIPA were used to recognize what sub-criteria have to be enhanced to achieve customer satisfaction whereas at the same time avoiding the excessive investment spent by the particular hospital.

Index Terms— Hospital service, CZIPA, CZSQ, service quality.

Mujiya M. Ulkhaq, Muhammad F. A. Prakoso, Verana K. Sari, and Lia Maduma are with Department of Industrial Engineering, Diponegoro University, Semarang 50275, Indonesia (e-mail: ulkhaq@live.undip.ac.id, e-mail: faizprakoso29@gmail.com, e-mail: veranarachelia.vr@gmail.com, e-mail: lia.maduma@yahoo.co.id).

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Cite: M. Mujiya Ulkhaq, Muhammad F. A. Prakoso, Verana K. Sari, and Lia Maduma, " Evaluating Hospital Service Quality: An Application of CZSQ and CZIPA," International Journal of Innovation, Management and Technology vol. 9, no. 6, pp. 246-251, 2018.

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