| Summary: | To meet customer satisfaction, organizations must figure out what customers
want. Customer satisfaction is one of the factors or of the measure of success for
any development and implementation of information systems in an organization.
Dr. Murdjani Hospital of Sampit, Kota Waringin Timur Regency of Central
Kalimantan Province develops and implements a Billing Information System
service which integrates all service activities into a system that records all
financial transactions. By performing this measurement, the hospital can figure
out every single aspect of the service needing special attention for the purpose of
improvement, and all parties are satisfied with the services provided.
Evaluation of quality of Billing Information System service of Dr Murjani
Hospital using ServQual method has 5 (five) dimensions of customer satisfaction
that includes tangible, reliability, responsiveness, assurance and empathy.
The results are the 5 (five) dimensions each of which affects significantly
customer satisfaction, and they are reliability tangible, assurance, empathy and
responsiveness.
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