Perbaikan Kualitas Jasa Kesehatan Mata Dengan Metode SERVQUAL, Importance - Performance Analysis Dan 5 Whys Analysis (Studi Kasus: Klinik Mata ABC)

Alikaputri, Fiona Rahmi (2021) Perbaikan Kualitas Jasa Kesehatan Mata Dengan Metode SERVQUAL, Importance - Performance Analysis Dan 5 Whys Analysis (Studi Kasus: Klinik Mata ABC). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Adanya gangguan penglihatan pada mata dapat menyebabkan menurunnya produktivitas karena informasi visual tidak dapat ditangkap dengan baik. Jawa Timur merupakan provinsi dengan angka gangguan penglihatan yang tinggi di Indonesia, menunjukkan tingginya angka kejadian di wilayah tersebut sehingga perlu pelayanan kesehatan mata yang terjangkau. Klinik Mata ABC merupakan salah satu klinik mata berdomisili Jawa Timur yang memiliki beberapa keluhan dari pasien, antara lain perlunya peningkatan fasilitas umum, tidak membedakan pasien umum dan BPJS, lama waktu pelayanan, dokter tidak datang tepat waktu dan aktivasi website untuk informasi terbaru. Oleh karena itu penelitian ini dilakukan dengan tujuan mengidentifikasi service gap dan atribut kritis pelayanan Klinik Mata ABC. Penelitian dimulai dengan studi lapangan dan menyebarkan kuesioner berisi 20 (dua puluh ) atribut pelayanan. Dilanjutkan dengan perhitungan service gap untuk mengetahui kesenjangan dan pemetaan Importance – Performance Analysis untuk mengetahui atribut kritis. Importance – Performance Analysis menghasilkan atribut kritis yang menjadi dasar pengembangan pencarian akar permasalahan menggunakan 5 Whys Analysis. Akar permasalahan dari 5 Whys Analysis dikembangkan menjadi 4 (empat) alternatif rekomendasi perbaikan antara lain pengembangan sarana penampungan kritik dan saran, pembagian halaman parkir dan pemberlakuan valet parking, pengembangan sistem informasi data pasien, dan pengembangan job description dan job specification.
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The presence of visual disturbances in the eye can cause productivity decrease because visual information cannot be captured properly. East Java is a province with a high rate of visual impairment in Indonesia, indicating the high incidence in the region so that affordable eye health services are needed. ABC Eye Clinic is an eye clinic located in East Java which has several complaints from patients, including the need to improve public facilities, not distinguishing between general patients and BPJS, length of service time, doctors not arriving on time and website activation for the latest information. Therefore, this study was conducted with the aim of identifying service gaps and critical attributes of services at the ABC Eye Clinic. The research started with a field study and distributed questionnaires containing 20 (twenty) service attributes. Followed by the calculation of the service gap to determine the gap and mapping Importance - Performance Analysis to determine the critical attributes. Importance – Performance Analysis produces critical attributes that are the basis for developing root cause finding using 5 Whys Analysis. The root cause of the 5 Whys Analysis was developed into 4 (four) alternative recommendations for improvement, including the development of a means to accommodate criticism and suggestions, divide the parking lots and the implementation of valet parking, development of patient data information systems, and development of job descriptions and job specifications.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Gap, SERVQUAL, Importance – Performance Analysis, Root Cause, Akar Permasalahan, 5 Whys Analysis.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Fiona Rahmi Alikaputri
Date Deposited:	16 Aug 2021 07:19
Last Modified:	16 Aug 2021 07:19
URI:	http://repository.its.ac.id/id/eprint/87025

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