Customer Satisfaction Analysis Using Service Quality (SERVQUAL) and House of Quality (HOQ) Methods (Study Case: Eye Clinic X)

Alkatiri, Sulthan (2022) Customer Satisfaction Analysis Using Service Quality (SERVQUAL) and House of Quality (HOQ) Methods (Study Case: Eye Clinic X). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

The health industry is an essential part of the society as this sector of industry gives significant effect toward its customer, especially for their future. The health industry consist of product and service sector. The service sector from this health industry gives service toward its customer to generally help diagnose, handle, and cure complaint as well as sickness. Therefore, appropriate and satisfactory treatment is needed for health service users to help try and ensure that the services in diagnosis, treatment, and healing received by these service users can be in accordance with the expected achievements. This health service satisfaction is what the author tries to assess based on what customers receive in services at Eye Clinic X. In measuring customer satisfaction, the service quality (SERVQUAL) method and house of quality (HOQ) matrix is used where in the end, the level of customer satisfaction and suggestions for improvements for the services at Eye Clinic X can be known. It’s found that the service attributes that Eye Clinic X need to improve are friendliness and politeness of nurse, increasing responsiveness in patient acceptance process, nurses and doctor carry out appropriate actions quickly, and the clinic provide medicine and complete medical equipment. The suggestion for improvement found are training for nurses, arranging a more efficient administrative process, recruitment of new staff and doctor, and providing more complete medicine and medical equipment.
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Industri kesehatan merupakan suatu bagian industri yang penting bagi
masyarakat dikarenakan industri ini dapat memberikan dampak yang signifikan
terhadap pelanggan tersebut kedepannya. Industri kesehatan terdiri dari dua
sector, yaitu produk dan jasa. Sektor jasa dari industri kesehatan memberikan
layanan kepada para pengguna jasa tersebut untuk secara umum membantu
mendiagnosa, menangani, dan menyembuhkan keluhan maupun penyakit yang
diderita. Oleh karena itu, diperlukan penanganan kepada para pengguna jasa
kesehatan yang tepat dan memuaskan untuk membantu mencoba memastikan
bahwa layanan yang diterima oleh pengguna jasa ini dapat sesuai dengan capaian
yang diharapkan. Kepuasan inilah yang dicoba oleh penulis untuk dinilai
berdasarkan apa yang pelanggan terima dalam pelayanan jasa pada Klinik Mata
X. Dalam pengukuran kepuasan pelanggan ini, digunakan metode service
quality (SERVQUAL) serta house of quality (HOQ) dimana pada akhirnya,
tingkat kepuasan pelanggan serta usulan-usulan perbaikan terhadap pelayanan
dari Klinik Mata X dapat diketahui. Didapatkan hasil bahwa Klinik Mata X
perlu meningkatkan layanan pada keramahan dan kesopanan perawat, kecepatan
proses penerimaan pasien, kecepatan tindakan yang dilakukan oleh dokter dan
perawat, serta ditambahkannya alat medis dan persediaan obat-obatan yang
sesuai. Usulan perbaikan yang didapat adalah dilakukannya pelatihan, perbaikan
proses administrative yang lebih efisien, merekrut staf dan dokter, serta
menyediakan alat-alat dan obat-obtatan yang lebih lengkap.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, SERVQUAL, House of Quality, Quality Function Deployment, Health Industry
Subjects:	H Social Sciences > HF Commerce > HF5415.5 Customer services. Customer relations
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Sulthan Alkatiri
Date Deposited:	10 Feb 2022 02:22
Last Modified:	10 Feb 2022 02:22
URI:	http://repository.its.ac.id/id/eprint/93498

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