Peningkatan Kepuasan Pelanggan Klinik Gigi dengan Menggunakan Service Quality (SERVQUAL) dan Quality Function Deployment (QFD).

Malta, Rayyan Sevinda (2023) Peningkatan Kepuasan Pelanggan Klinik Gigi dengan Menggunakan Service Quality (SERVQUAL) dan Quality Function Deployment (QFD). Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Layanan kesehatan merupakan faktor yang berperan penting dalam kesejahteraan masyarakat. Peningkatan pelayanan secara kontinu menjadi salah satu faktor penting yang harus dilakukan sebagai bentuk realisasi dari hak masyarakat tersebut. Penelitian ini dilakukan di Klinik Gigi Surabaya dengan tingkat kepadatan pelanggan yang masih dibawah standar yang mereka harapkan. Hal ini ditunjukkan dengan pelanggan yang semakin hari semakin sepi, sehingga pihak manajemen menyimpulkan perusahaan mereka memiliki permasalahan pada aspek kualitas layanan mereka sehingga hal ini harus segera diperbaiki. Penelitian ini bertujuan untuk menganalisis kesesuaian antara harapan dan kenyataan terhadap layanan dengan metode Service Quality (SERVQUAL) dan Quality Function Deployment (QFD) untuk meningkatkan aspek teknis yang kurang. Metode SERVQUAL digunakan untuk mengetahui tingkat persepsi dan ekspektasi konsumen sehingga diketahui nilai gap yang mengindikasikan puas atau tidaknya konsumen terhadap layanan yang diberikan. QFD dengan matrix HoQ digunakan untuk menemukan langkah operasional yang dapat dilakukan untuk mengatasi gap yang didapat dari perhitungan SERVQUAL agar dapat dieksekusi dan memiliki dampak yang langsung terhadap kepuasan konsumen. Setelah dilakukan penelitian didapatkan bahwa dari 27 atribut dari dimensi SERVQUAL terdapat 13 atribut yang memenuhi harapan dan 14 atribut yang tidak memenuhi kepuasan pelanggan. Dengan menggunakan Metode QFD didapat beberapa langkah operasional yang dapat diaplikasikan oleh klinik gigi surabaya agar mampu menjawab faktor ketidakpuasan pelanggan tersebut. Adapun langkahnya seperti melakukan pelatihan terhadap SDM yang mereka punya, membuat sebuah komputerisasi sistem pusat yang mampu menjawab permasalahan terkait biaya, penjadwalan, saran, keluhan dst.
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Health services are a factor that plays an important role in people's welfare, as well as continuous service improvement is one of the important factors that must be carried out as a form of realization of these people's rights. This research was conducted at the Surabaya Dental Clinic with a level of customer density that was still below the standard they expected, this relates to customers who are increasingly lonesome, so the management concludes that their company has problems with aspects of the quality of their service so this must be corrected immediately. This study aims to analyze the suitability between expectations and reality for services using the Service Quality (SERVQUAL) and Quality Function Deployment (QFD) methods to improve technical aspects that are lacking. The SERVQUAL method is used to determine the level of consumer perceptions and expectations so that the gap value is known which indicates whether or not consumers are satisfied with the services provided. QFD with the HoQ matrix is used to find operational steps that can be taken to overcome the gaps obtained from the SERVQUAL calculation so that they can be executed and have a direct impact on customer satisfaction. After conducting the research, it was found that of the 27 attributes of the SERVQUAL dimension, 13 attributes met expectations, and 14 attributes did not meet customer satisfaction. By using the QFD method, several operational steps can be obtained that can be applied by the Surabaya dental clinic to be able to answer these customer dissatisfaction factors, while the steps are such as conducting training for their human resources, creating a central computerized system that can answer problems related to costs, scheduling, suggestions, complaints, etc.

Item Type: Thesis (Other)
Uncontrolled Keywords: Surabaya dental clinic, Customer satisfaction, Service quality, Servqual, QFD
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
R Medicine > RA Public aspects of medicine > RA971 Health services administration.
Divisions: Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User: Rayyan Sevinda Malta
Date Deposited: 10 Feb 2023 08:36
Last Modified: 10 Feb 2023 08:36
URI: http://repository.its.ac.id/id/eprint/96549

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