Susilo, Sandy Aditya (2023) Analisis Kepuasan Pelanggan Klinik Gigi Surabaya Timur Dengan Private Dentalcare Service Quality (Privdent Servqual), Importance-Performance Analysis (IPA), dan Quality Function Deployment (QFD). Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Seiring bertambahnya pesaing baru, Klinik Gigi Surabaya Timur (KGST) mengalami penurunan jumlah kunjungan pasien yang signifikan pada tahun 2022. Berkurangnya jumlah kunjungan pasien tersebut mendorong manajemen KGST untuk menganalisis kepuasan pelanggan dan ingin meningkatkan kualitas layanan berdasarkan kepentingan pelanggan. Penelitian ini didasarkan pada pengukuran kepuasan pelanggan KGST. Private Dentalcare Service Quality (Privdent Servqual) bertujuan untuk menganalisis kesenjangan antara harapan pelanggan dan realita layanan yang diberikan oleh KGST. Dimensi yang perlu diukur dalam Privdent Servqual: availability convenience, tangible, reliability, treatment quality, equipment, cost and payment, patient safety, assurance, responsiveness, dan empathy. Setelah itu, hasil analisis tersebut digunakan sebagai rumusan saran untuk meningkatkan kepuasan pelanggan di KGST. Selain itu, tingkat kepentingan layanan juga dilakukan dengan menggunakan Importance Performance Analysis (IPA). Sebanyak 50 responden terlibat dalam penelitian ini melalui kuesioner untuk menilai kenyataan layanan yang diberikan KGST, harapan pelanggan dan tingkat kepentingan layanan. Hasil usulan perbaikan dengan menggunakan integrasi weighted privdent servqual dan diagram kartesius IPA didapatkan enam atribut sebagai berikut: biaya perawatan (-1,370), biaya perawatan sepadan dengan kualitas perawatan (-1,102), pelanggan dilayani tepat waktu (-0,951), perawatan gigi bundling (-0,865), proses pembayaran (-0,728), ketersediaan area parkir (- 0,522).
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As new competitors grow, the East Surabaya Dental Clinic (ESDC) experiences a significant decrease in the number of patient visits in 2022. The reduced number of patients visit has prompted ESDC management to analyze customer satisfaction and wish to improve service quality based on customer interests. This research is based on customer ESDC satisfaction measurement. Private Dentalcare Service Quality (Privdent Servqual) aims to analyze the gap between customer expectations and the reality of the services provided by ESDC. Dimensions need to measure in Privdent Servqual: availability convenience, tangible, reliability, treatment quality, equipment, cost and payment, patient safety, assurance, responsiveness, and empathy. After that, the results of the analysis were used as a formulation of suggestions to increase customer satisfaction at the ESDC. In addition, the importance of the service was also carried out using the Importance Performance Analysis (IPA). A total of 50 respondents were involved in this study through a questionnaire to assess the reality of the services provided by KGST, customer expectations and the level of service importance. Results of improvement suggestion using integrated weighted gap service and IPA cartesian diagram are six attributes as follows: treatment cost (-1,370), treatment costs commensurate with the quality treatment (-1,102), customer served on time (-0,951), dental care treatment bundling (-0,865), payment process (-0,728), parking area availability (- 0,522).
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | Klinik Gigi, Kepuasan pelanggan, Private Dentalcare (Privdent), Service Quality (Servqual), Importance Performance Analysis (IPA), Quality Function Deployment (QFD) |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT) |
| Depositing User: | Sandy Aditya Susilo |
| Date Deposited: | 11 Feb 2023 06:53 |
| Last Modified: | 11 Feb 2023 06:53 |
| URI: | http://repository.its.ac.id/id/eprint/97052 |
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