Analisis Service Quality Pada Layanan Kesehatan Di Klinik Mata A : Studi Kasus Dengan Pendekatan Metode Modifikasi Healthqual

Astaridewi, Diandra (2025) Analisis Service Quality Pada Layanan Kesehatan Di Klinik Mata A : Studi Kasus Dengan Pendekatan Metode Modifikasi Healthqual. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini bertujuan untuk menilai kualitas pelayanan kesehatan di sebuah klinik mata di Surabaya, Indonesia. Penelitian ini menggunakan metode HEALTHQUAL yang dimodifikasi dan kuesioner skala Likert, dengan hasil yang dianalisis menggunakan Quality Function Deployment (QFD) dan House of Quality untuk mengidentifikasi area yang perlu ditingkatkan, kemudian dianalisis menggunakan perangkat lunak SPSS Statistic (versi 26). Studi ini menemukan nilai rata-rata harapan dan persepsi masing-masing sebesar 4,47 ± 0,43 dan 4,51 ± 0,39. Hasilnya menunjukkan rata-rata kesenjangan berkisar antara -0,07 hingga 0,26. Ada 6 atribut dengan kesenjangan negatif yang terkait dengan dimensi tangible, timeliness, dan safety. Kombinasi dari enam atribut dengan kesenjangan negatif dan atribut kinerja rata-rata terendah menjadi elemen kunci dalam proses Voice of Customer di House of Quality. Organisasi menanggapi dengan 16 persyaratan teknis yang ditujukan untuk area yang memerlukan perbaikan. Hasil QFD mengidentifikasi prioritas peningkatan kualitas layanan, termasuk penambahan kursi dan renovasi ruang tunggu, penyediaan estimasi waktu tunggu, penambahan dan pemeliharaan toilet, penetapan standar penampilan staf, pelatihan komunikasi, edukasi pasien tentang biaya layanan, evaluasi kinerja rutin, serta pemberitahuan janji temu untuk pasien dan dokter. Technical Response ini diharapkan dapat meningkatkan kualitas layanan klinik, menyediakan layanan kesehatan yang lebih baik, meningkatkan kepuasan pelanggan, yang pada akhirnya mendorong loyalitas dan advokasi oleh pasien. Advokasi ini dapat berdampak positif pada pelanggan maupun calon pelanggan dan memperkuat posisi klinik dalam jaringan industri pelayanan kesehatan.
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This study aims to assess the quality of health service delivery in an eye clinic in Surabaya, Indonesia. This paper employs a modified HEALTHQUAL method and Likert scale questionnaires, with the results analysed through Quality Function Deployment (QFD) and House of Quality to identify areas requiring service improvement, then analysed via SPSS Statistic Software (version 26). This study found that mean values of expectations and perceptions were 4.47 ± 0.43, and 4.51 ± 0.39, respectively. The results reveal an average gap ranging from -0.07 to 0.26. There were 6 attributes that have negative gap are associated with tangible, timeliness, and safety dimensions. The combination of six gap negative attributes and the lowest average performance attributes becoming key elements of the Voice of Customer in the House of Quality process. The organization responded with 16 technical requirement addressing areas requiring improvement. The QFD results identified service quality improvement priorities, including adding chairs and renovating the waiting area, providing estimated waiting times, adding and maintaining toilets, establishing staff appearance standards, conducting communication training, educating patients on service fees, performing routine performance evaluations, and implementing appointment notifications for patients and doctors. These technical responses are expected to enhance the clinic's service quality, provide better healthcare services, leading to higher customer satisfaction, which in turn fosters loyalty and advocacy by patients. This advocacy can positively influence potential customers and strengthen the clinic’s position within the healthcare industry network.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Service Quality, HEALTHQUAL, Healthcare Service Quality, Quality Function Development
Subjects:	H Social Sciences > HB Economic Theory > HB801 Consumer behavior. R Medicine > R Medicine (General) > R727.3 Patient satisfaction. R Medicine > RA Public aspects of medicine > RA971 Health services administration.
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Diandra Astaridewi
Date Deposited:	31 Jan 2025 08:44
Last Modified:	31 Jan 2025 08:44
URI:	http://repository.its.ac.id/id/eprint/117526

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