Analisis Kualitas Layanan Rumah Sakit di Kota Waingapu

. Tight competition recently forces both manufacturing and service companies to have a competitive advantage in the market place. One of the key is to retain customers by delivery customers superior value that can satisfy their needs and wants by improve the quality of service. The purpose of this study is to analyze the the gap of perceived service quality and the medical patien expectation, and analyze the elements of quality of service (tanggible, reliabilities, responsiveness, assurance, and empathy) which require special attention. The study involved 300 respondents who had been treated at the Waingapu Hospital in the last six months. The sample selection was based on purposive sampling technique. The data obtained by distributing questionnaires directly to the respondents, and then analyzed using descriptive analysis. The paper concludes that the level of disparity between the perceived quality of hospital services and patient's expectations of service quality is negative. The negative gap occurs in all hospitals in Waingapu.