PERENCANAAN PENINGKATAN KUALITAS LAYANAN RAWAT INAP MENGGUNAKAN INTEGRASI METODE SERVQUAL DAN QFD (Studi Kasus di Rumah Sakit Umum Djatiroto)
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Institusion
Universitas Muhammadiyah Malang
Author
SANJAYA, ANDIK
Subject
TA Engineering (General). Civil engineering (General)
Datestamp
2012-06-30 02:36:46
Abstract :
Quality of services in a service industry it is very important that the needs of consumers feel fulfilled and satisfied. Especially in the medical or health services, which is always good in developing the type of equipment and methods used in providing services. Image quality of the service that is not based on either point of view or perception of the service providers but based on the perspective or the customer service. Thus the number of health services or hospitals that provide more services to compete in the General Hospital in order to maintain Djatiroto existence, the effort required to improve the quality of services. Thus, research needs to be done so that can still provide the best quality service to patients as a service user. Then be used integrated with the QFD method servqual as one solution to the problems. Servqual obtained from the gap between what is expected and the customer received at this time. Attribute-attribute of the service which the gap is the value of attribute where the value is smaller than the expectation value of perception customers. So that gaps can be eliminated then, Used Method QFD so the quality of services can be improved level of Importance in the House of Quality which is the action plan for the hospital. From the results of the research and evaluation with the use servqual found eight attributes that need services, namely: Completeted room facilities, Security hospital environment, nurses Acceleration in serving patients, the availability of drugs is required, the accuracy of the serving of food, Easy to converse with the nurses, Heating Ventilation bedroom enough, the speed of pharmacy. While the technical response to a priority so that improved and used to meet user satisfaction Djatiroto General Hospital HOQ analysis of the results, namely: The provision of training for workers and nurses (13.2% contribution), of reward and sanctions for the performance of nurses and staff (11,4% contribution), of means of communication such as the bell in each room to contact the Inpatient nurses (7.9% Contribution)
Quality of services in a service industry it is very important that the needs of consumers feel fulfilled and satisfied. Especially in the medical or health services, which is always good in developing the type of equipment and methods used in providing services. Image quality of the service that is not based on either point of view or perception of the service providers but based on the perspective or the customer service. Thus the number of health services or hospitals that provide more services to compete in the General Hospital in order to maintain Djatiroto existence, the effort required to improve the quality of services. Thus, research needs to be done so that can still provide the best quality service to patients as a service user. Then be used integrated with the QFD method servqual as one solution to the problems. Servqual obtained from the gap between what is expected and the customer received at this time. Attribute-attribute of the service which the gap is the value of attribute where the value is smaller than the expectation value of perception customers. So that gaps can be eliminated then, Used Method QFD so the quality of services can be improved level of Importance in the House of Quality which is the action plan for the hospital. From the results of the research and evaluation with the use servqual found eight attributes that need services, namely: Completeted room facilities, Security hospital environment, nurses Acceleration in serving patients, the availability of drugs is required, the accuracy of the serving of food, Easy to converse with the nurses, Heating Ventilation bedroom enough, the speed of pharmacy. While the technical response to a priority so that improved and used to meet user satisfaction Djatiroto General Hospital HOQ analysis of the results, namely: The provision of training for workers and nurses (13.2% contribution), of reward and sanctions for the performance of nurses and staff (11,4% contribution), of means of communication such as the bell in each room to contact the Inpatient nurses (7.9% Contribution)
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