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"Penelitian bertujuan untuk mengkaji persepsi serta ekspektasi pasien rawat inap pengguna program Jamkesmas terhadap kualitas pelayanan RSUD Kota Bekasi. Dari kelima dimensi penilaian kualitas pelayanan (tangibles, responsiveness, reliability, assurance, emphaty) dapat dilihat dari nilai kesenjangan yang paling besar. Penelitian ini menggunakan metode survey dan observasi, dimana sampel yang diteliti dalam penelitian ini 100 pasien yang diambil secara judgmental sampling dari populasi sebanyak 3.818 pasien.Hasil penelitian menunjukkan bahwa kualitas pelayanan yang diberikan oleh RSUD Kota Bekasi sudah memuaskan, akan tetapi ada beberapa aspek dari dimensi tersebut yang menghasilkan nilai kesenjangan negatif, yaitu dimensi tangible. Untuk dimensi reliability, responsiveness, assurance, dan emphaty menghasilkan nilai kesenjangan positif. Untuk itu perbaikan yang perlu mendapatkan perhatian terletak pada dimensi tangible seperti kenyamanan di ruang tunggu dan kamar rawat inap serta penambahan jumlah ketersediaan tempat duduk.

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This research aims to examine the perceptions and expectations of the patients hospitalization program Jamkesmas to the quality of service in RSUD Kota Bekasi. From the five dimensions of service quality assessment (tangibles, responsiveness, reliability, assurance, emphaty) can be seen from most of the gap value. The research method is a survey and observation, where the samples were examined of this study is 100 patients who were taken by judgmental sampling from a population of 3.818 patients.The results showed that the quality of service were provided by RSUD Kota Bekasi has been satisfied, but there are several dimension that produce a negative gap, i.e. the tangible dimension. For the dimension such as reliability, responsiveness, assurance, and emphaty has generating a positive gap value. For the improvements that need to get attention is on tangible dimension such as convenience at the waiting area and inpatient care rooms as well as additional of availability seats."

"[Penelitian ini menganalisa kualitas pelayanan Kereta Api (KA) Matarmajadengan memperbandingkan persepsi penilaian pengguna KA Matarmaja dari 5 dimensi Servqual yakni Bukti langsung (Tangibles), Kehandalan (Reliability), Daya Tanggap (Responsiveness), Jaminan (Assurance), empati (Empathy) dan kinerja internal KA Matarmaja. Tujuan dari penelitian ini adalah mengukur sejauh mana kualitas pelayanan KA Matarmaja jurusan Pasar Senen-Kota Malang PP dalam memberikan pelayanan transportasi dari sisi pelanggan dan pencapaian sesuaidengan kinerja internal. Sampel penelitian dilakukan pada 100 penumpang KA Matarmaja yang berangkat dari Stasiuan Pasar Senen dalam kurun waktu Oktober-November 2014. Hasilnya menunjukkan, persepsi masyarakat terhadap pelayanan KA Matarmaja masih belum memuaskan, sedangkan kinerja internal menyebutkan sudah baikdan memuaskan. Namun demikian ada beberapa hal yang harus diperbaiki utamanya mengenai ketepatan jadwal dan peningkatan kualitas petugas;This research analyze the service quality of Matarmaja train by comparing the user perception KA Matarmaja from 5 Servqual dimensions such as Tangibles, Reliability ,Responsiveness, Assurance, and Empathy with Matarmaja train internal performance. The purpose of this research is to measure the service quality of Matarmaja train for Pasar Senen -Kota Malang service route in giving the transportation sevice from the side of customers and internal performance achievement. The research sampling is done by giving questionnaire to 100 passengers of Matarmaja train on October - November 2014. The result shows that people's perception on Matarmaja train service is still not satisfying, where as for the internal performance has already good and satisfying. Although there are some things should be fixed, primarily for the punctuality and officer's quality increasing., This research analyze the service quality of Matarmaja train by comparingthe user perception KA Matarmaja from 5 Servqual dimensions such as Tangibles,Reliability ,Responsiveness, Assurance, and Empathy with Matarmaja traininternal performance.The purpose of this research is to measure the service quality ofMatarmaja train for Pasar Senen -Kota Malang service route in giving thetransportation sevice from the side of customers and internal performanceachievement.The research sampling is done by giving questionnaire to 100 passengersof Matarmaja train on October - November 2014. The result shows that people'sperception on Matarmaja train service is still not satisfying, where as for theinternal performance has already good and satisfying. Although there are somethings should be fixed, primarily for the punctuality and officer's qualityincreasing.]"