Audina, Ike (2019) Analisis Perbaikan Kualitas Layanan sebagai Upaya Meningkatkan Kepuasan Pelanggan: Studi Kasus Pelayanan Rawat Inap RSUD dr. Abdoer Rahem Situbondo. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Industri rumah sakit terus mengalami pertumbuhan menjadi semakin kompetitif dan diterapkannya program Universal Health Coverage (UHC) menuntut layanan rumah sakit yang berkualitas. RSUD dr. Abdoer Rahem Situbondo selalu berusaha memberikan pelayanan terbaik kepada masyarakat. Akan tetapi, masih terdapat catatan keluhan dan pengaduan dari pasien dan keluarga pasien pada Pusat Informasi dan Pengaduan (PIP). Keluhan utama terjadi pada pelanggan rawat inap. Selain itu, indeks kepuasan pelanggan rawat inap belum mencapai Standar Pelayanan Minimal (SPM) yang ditargetkan dan jumlah kunjungan pelanggan rawat inap memiliki tren fluktuatif yang cenderung menurun dalam tiga tahun terakhir. Oleh karena itu, penelitian ini dilakukan dengan tujuan untuk mengetahui tingkat kepuasan pelanggan terhadap setiap atribut kualitas layanan unit rawat inap RSUD dr. Abdoer Rahem Situbondo berdasarkan tingkat kepentingan dan kinerja, memprioritaskan atribut kualitas layanan, dan menganalisis upaya perbaikan yang dapat dilakukan. Desain penelitian yang digunakan adalah konklusif deskriptif multiple cross-sectional dengan pengumpulan data dilakukan menggunakan kuesioner secara offline. Kuesioner disebarkan di RSUD dr. Abdoer Rahem Situbondo kepada 278 sampel dengan kriteria pelanggan (pasien atau keluarga yang merawat pasien) unit rawat inap dalam 6 bulan terakhir. Data penelitian diolah menggunakan Importance Performance Analysis (IPA) dan House of Quality (HOQ). Hasil penelitian ini adalah penilaian pelanggan rawat inap RSUD dr. Abdoer Rahem Situbondo berdasarkan kelas rawat inap berbeda-beda dan semuanya berada dibawah 100% yang mengindikisaikan bahwa persepsi pelanggan terhadap kinerja pelayanan rawat inap belum sepenuhnya memenuhi ekspektasi/kepentingan yang diharapkan. Terdapat 14 atribut yang masuk ke kuadran I pada diagram kartesius IPA dengan urutan prioritas X21, X6, X28, X19, X1, X25, X4, X8, X29, X10, X24, X11, X7, dan X15. Serta terdapat 21 respon teknis berdasarkan analisis HOQ dengan urutan prioritas TR1, TR2, TR7, TR5, TR12, TR13, TR3, TR4, TR 19, TR20, TR10, TR11, TR17, TR18, TR6, TR21, TR14, TR15, TR16, TR8, dan TR 9.
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The hospital industry continues to experience growth becoming increasingly competitive and the adoption of the Universal Health Coverage (UHC) program requires quality hospital services. RSUD dr. Abdoer Rahem Situbondo always tries to provide the best service to the customer. However, there are still records of complaints and complaints from patients and families of patients at the Information and Complaints Center (PIP). The main complaint occurs in hospitalized customers. In addition, the inpatient customer satisfaction index has not achieved the targeted Minimum Service Standards (SPM) and the number of inpatient customer visits has a fluctuating trend which tends to decline in the last three years. Therefore, this study was conducted with the aim to determine the level of customer satisfaction for each attribute of the quality of service inpatient units of RSUD dr. Abdoer Rahem Situbondo based on the level of importance and performance, prioritizing service quality attributes, and analyzing improvement efforts that can be done. The research design used was conclusive descriptive multiple cross-sectional data collection using an offline questionnaire.
The questionnaire was distributed at the RSUD dr. Abdoer Rahem Situbondo to 278 samples with criteria for customers (patients or families caring for patients) inpatient units in the last 6 months. Research data is processed using Importance Performance Analysis (IPA) and House of Quality (HOQ). The results of this study are customer inpatient assessments at RSUD dr. Abdoer Rahem Situbondo is based on different inpatient classes and all are under 100% which indicates that customer perceptions of the performance of inpatient services have not fully met expected expectations / interests. There are 14 attributes that enter into quadrant I in the IP Cartesian diagram with priority order X21, X6, X28, X19, X1, X25, X4, X8, X29, X10, X24, X11, X7, and X15. And there are 21 technical responses based on HOQ analysis with priority sequences TR1, TR2, TR7, TR5, TR12, TR13, TR3, TR4, TR 19, TR20, TR10, TR11, TR17, TR18, TR6, TR21,TR14, TR15, TR16, TR8, and TR 9.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSMB 658.562 Aud a-1 |
| Uncontrolled Keywords: | Unit Rawat Inap, Kualitas Layanan, Kepuasan, Kinerja, Kepentingan |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HD Industries. Land use. Labor > HD31 Management--Evaluation H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations H Social Sciences > HF Commerce > HF5549.5 Job evaluation. T Technology > TS Manufactures > TS156 Quality Control. QFD. Taguchi methods (Quality control) |
| Divisions: | Faculty of Business and Management Technology > Business Management > 61205-(S1) Undergraduate Thesis |
| Depositing User: | Ike Audina |
| Date Deposited: | 27 Mar 2025 06:45 |
| Last Modified: | 27 Mar 2025 06:45 |
| URI: | http://repository.its.ac.id/id/eprint/67654 |
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