Usulan Peningkatan Kualitas Layanan Kesehatan Dengan Menggunakan Metode Servqual dan Six Sigma (Studi Kasus Pada Puskesmas Pakis Surabaya)
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Institusion
Universitas Katolik Darma Cendika
Author
Limbong, Abram Roganda
Subject
HD28 Management. Industrial Management
Datestamp
2020-12-19 12:57:35
Abstract :
Community health center (Puskesmas) is one of the government agencies engaged in the health sector. The quality of health services greatly affects patient satisfaction. There are two perspectives in measuring patient satisfaction, namely an internal perspective and an external perspective. External perspective measurement can be done using the servqual method. The aim of this study is to measure the level of patient satisfaction, identify the factors that most influence the decline in quality and provide suggestions for improving the quality of services at the Pakis Surabaya Health Center. To find out the level of patient satisfaction, the Servqual method is used and the data obtained in the form of attributes that have the highest negative gap value namely the dimensions of reliability associated with the length of time the patient waits on the health examination with a gap value is -1,624, in registration at the counter with a gap is -1.506 and in the pharmaceutical room with a gap is-1,459. After identifying the attributes of the most influence the decline in the quality of this service, then the six sigma method was used to find out the location of sigma in this health center and to give suggestion in improving the three attributes with the highest negative gap value as an effort to improve the quality of services at Pakis Health Center Surabaya.
Community health center (Puskesmas) is one of the government agencies engaged in the health sector. The quality of health services greatly affects patient satisfaction. There are two perspectives in measuring patient satisfaction, namely an internal perspective and an external perspective. External perspective measurement can be done using the servqual method. The aim of this study is to measure the level of patient satisfaction, identify the factors that most influence the decline in quality and provide suggestions for improving the quality of services at the Pakis Surabaya Health Center. To find out the level of patient satisfaction, the Servqual method is used and the data obtained in the form of attributes that have the highest negative gap value namely the dimensions of reliability associated with the length of time the patient waits on the health examination with a gap value is -1,624, in registration at the counter with a gap is -1.506 and in the pharmaceutical room with a gap is-1,459. After identifying the attributes of the most influence the decline in the quality of this service, then the six sigma method was used to find out the location of sigma in this health center and to give suggestion in improving the three attributes with the highest negative gap value as an effort to improve the quality of services at Pakis Health Center Surabaya.
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