| Husada Hospital Jakarta is one of the oldest hospitals in Jakarta that has been established since 1965, but in this modern era the competition is getting tighter with the emergence of modern hospitals, this study aims to determine whether the quality of care at the hospital still have a good assessment in the eyes of consumers. So this study aims to identify the problems contained in Service Quality, by distributing questionnaires to the Customer in the hospital, as well as looking for gaps that exist using the Service Quality dimension and Fuzzy logic. After the result gap between perception and expectation of customer, then found gap per based on method of Fuzzy Service Quality, hence criteria antra perception with expectation, with biggest result that is ease of payment with result -0,85, then start search gap per dimension with result the largest is the dimension of reliability, with a value of -0.64. So it can be analyzed that there are enough problems that make consumers less satisfied with the hospital administration process, and has a dimension problem that must be improved by training the employees at Husada Jakarta hospital, and can be seen the greatest defuzzyfication value contained in the perception is Cleanliness , neatness and comfort of the waiting room, is 9.32. As for the highest defuzzyfikasi value on customer expectations is the broad criteria and facilities waiting room with a value of 9.87. So from the data it can be said that Husada Hospital Jakarta needs to improve services, in order to compete with other hospitals, and can maintain customer Husada Hospital Jakarta. |