Analisis Kualitas Pelayanan Instalasi Rawat Inap RS Muhammadiyah Roemani Semarang Menggunakan Integrasi Metode SERVQUAL dan Model KANO  

Oleh:

Sari, Diana Puspita ; Rifki, Mohamad Fauzan

Jenis: Article from Proceeding
Dalam koleksi: Prosiding Seminar Nasional Riset & Teknologi Terapan (Ritektra) "Peran Riset & Teknologi Terapan dalam Pengembangan Industri", Jakarta 7-8 Juli 2011 : Fakultas Teknik Industri, page 169-176.
Topik: Quality of Service; Importance Performance Matrix Servqual; Kano Model
Fulltext: TI-023 Diana Puspita (Undip Semarang) pg 169 - 176.pdf (250.93KB)

Isi artikel

Inpatient Services (IRI) is part of the hospital that became clearest picture of hospital services, representing the image of the hospital in public’s perspective. This is because IRI is the main service of the hospital which relate directly to the client, in this case, patient, with a relatively long time period. IRI of RS Muhammadiyah Roemani received several suggestions from customers about the lack of service quality provided, which can reduce their image in the eyes of the public, because their expected services can not be met. This matter should be a shutter for Roemani Muhammadiyah Hospital to evaluate their quality of service, and make improvements towards patient’s satisfaction. A method to analyze the quality of service is Servqual and its development, Importance Performance Matrix (IPM). IPM will be integrated with the Kano model, which represents a step forward to search services which should be in accordance with the customer. This approach aims at assisting IRI to measure and analyze their quality of service attributes that need to be improved, as well as the integration of the two methods can identify recommendations for improvement that need to be done. Based on the results, with IPM Servqual and Kano Model, it is known that there are nine variables which become a problem, where there is a gap between perception and expectation of customers. This means that the services of RS Muhammadiyah Roemani’s IRI can not meet customer’s expectations. To get the improvement of service quality proposed is to deepen the understanding of what the patients needs by training their staff include hospital’s medical and non-medical staff, adding security guards and tighten supervision to build good communication with patients.

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