A Study of Customers Satisfaction Towards Service Quality of UKM Hospital Clinic : Base on Fuzzy Logic Controller (FLC) Measurement

Hospitals provide the same type of service, but not all hospital provides the same quality. No one knows this better than patients. A case study to evaluate the health service quality was conducted in two clinics in Hospital UKM. To measure patients satisfaction with HUKM,the research technique called Fuzzy Logic Controller (FLC) was used. This technique gives measurement not in a crisp value but in an interval value. It uses fairly satisfy, rather satisfy than only satisfy and not satisfy. Each of these linguistic was given degree of membership by FLC to show how far it influence the customer satisfaction. Furthermore, FLC is able to compare expectations with perceptions of service received across six dimensions of service quality, namely tangibles, reliability, responsive,assurance,empathy and accessibility and affordability. This study was aimed to determine the reliability and to measure by using the gap analysis into ratio analysis.The results of the analysis show that the instrument is reliable which may as a valuable input for engineering management especially related to their engineering planning. The study also revealed that all service dimensions were unable to meet expectation of the customers. Therefore, quality improvement and enhancement effort are recommended be implemented in HUKM.