Detail Analisis Kepuasan Pasien Bpjs Kesehatan Rawat Jalan Terhadap Kualitas Pelayanan Rumah Sakit Menggunakan Dimensi Servqual, Six Sigma, Dan IPA (Studi Kasus : RUMAH SAKIT ST. CAROLUS JAKARTA) Bibliografi Author: KRISWULANDARI, ANASTASIA ; Inderawati, M M Wahyuni (Advisor) Topik: Patient Satisfaction; Service Quality; SERVQUAL; Six Sigma; IPA Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: Anastasia Kriswulandari’s Undergraduate Theses.pdf (3.18MB; 30 download) Abstract St. Carolus Hospital Jakarta is one of the private hospital that has participated in the JKN-BPJS Health program since 2014. The number of outpatient BPJS patients at St.Carolus hospital in 2017 reached 56,060 patients. Patient satisfaction is one of measuring tools of service quality. The purpose of this study is to determine the attributes that have the most influence on patient satisfaction BPJS in St. Carolus Hospital, knowing attributes with the highest gap values, knows the service attributes that are the priority of improvement, and improvement. To achieve the existing goal of data processing with the integration of Six Sigma methods, SERVQUAL dimensions, and methods of Importance Performance Analysis (IPA). In Six Sigma method used Define, Measure, Analayze, and Improve (DMAI) for research phase. In the define stage, the service procedure identification of outpatient BPJS and also the determination of service attribute as the patient's voice based on 5 dimensions of SERVQUAL, namely tangible dimension, reliability, responsiveness, assurance and emphaty, obtained 42 service attributes. At measure stage that is validity and reliability test and got 27 attributes, calculation of SERVQUAL value to know difference between satisfaction value felt by customer with value expected by customer. The attribute with the biggest gap value is the service time in the registration section with a value of -0.485. In this study also performed the calculation of Defects Per Miliion Opportunities (DPMO) to determine the level of existing performance, obtained average sigma value of 3.8. To know attributes that become the main improvement used Importance Performance Analysis method. Attributes that are the main improvements are comfortable waiting room attributes and adequate seats, service time at registration, service time on doctor, hospitality of registration officers, and patient ease in delivering suggestions / complaints. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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