PERBAIKAN KUALITAS PELAYANAN PASIEN RUMAH SAKIT DENGAN INTEGRASI METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

RAHMAWATI, RAHMAWATI (2021) PERBAIKAN KUALITAS PELAYANAN PASIEN RUMAH SAKIT DENGAN INTEGRASI METODE SERVICE QUALITY DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Indonesia has three types of hospitals with different functions. First, government hospitals developed political and social functions. Second, socially functioning private hospitals. Third, profit -oriented private hospitals (Khasanah, 2010). Therefore, hospitals must ensure the quality of their services as they are responsible for the safety and health of patients (Gheorghe, Bobocea, 2016). Patients do not have the knowledge to evaluate the technical quality of services. The quality evaluation they do is only based on the medical care process. The purpose of this research is to identify and analyze the factors that cause low/non -accessibility of IKM (Community Satisfaction Index) in hospitals and recommend improvement of services in hospitals. The theories used are Service Quality, Importance Performance Analysis and Root Cause Analysis. From this study found gaps in the dimensions of Tangible, Reliability, Responsiveness, Assurance and Emphaty. By using Importance Performance Analysis, one attribute was found that was a priority to be improved. The results of this study can answer the desire to provide services to patients with the best quality. Keywords: Service Quality, Importance Performance Analysis (IPA), Root Cause Analysis (RCA), Health Care Indonesia mempunyai tiga jenis rumah sakit dengan fungsi yang berbeda-beda. Pertama, rumah sakit pemerintah mengembangkan fungsi politis dan sosial. Kedua, rumah sakit swasta yang berfungsi sosial. Ketiga, rumah sakit swasta yang berorientasi laba (Khasanah, 2010). Oleh karena itu, rumah sakit harus memastikan kualitas pelayanan mereka karena bertanggung jawab terhadap keselamatan dan kesehatan pasien (Gheorghe, Bobocea, 2016). Pasien tidak memiliki pengetahuan untuk mengevaluasi kualitas teknis layanan. Evaluasi kualitas yang mereka lakukan hanya berdasarkan proses perawatan medis.Tujuan penelitian ini adalah mengidentifikasi dan menganalisis faktor penyebab rendahnya/tidak ketercapaian IKM (Indeks Kepuasan Masyarakat) di rumah sakit dan merekomendasikan perbaikan pelayanan di rumah sakit. Teori yang digunakan yaitu Service Quality, Importance Performance Analysis dan Root Cause Analysis. Dari penelitian ini ditemukan kesenjangan dalam dimensi Tangible, Reliability, Responsiveness, Assurance dan Emphaty. Dengan menggunakan Importance Performance Analysis, ditemukan satu atribut yang menjadi prioritas untuk diperbaiki. Hasil penelitian tersebut dapat menjawab keinginan dalam memberikan pelayanan pada pasien dengan kualitas yang terbaik. Kata kunci: Service Quality, Importance Performance Analysis, Root Cause Analysis, Health Care

Item Type: Thesis (S1)
NIM/NIDN Creators: 55318110045
Uncontrolled Keywords: Service Quality, Importance Performance Analysis, Root Cause Analysis, Health Care
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu
600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 657 Accounting/Akuntansi > 657.8 Accounting for Enterprises Enganged in Specific Kinds of Activities/Akuntansi Usaha yang Bergerak dalam Jenis Kegiatan Tertentu > 657.83 Service and Professionals Activities/Kegiatan Pelayanan dan Profesional
900 Geography and History/Sejarah, Geografi dan Disiplin Ilmu yang Berkaitan > 970 History of North America/Sejarah Amerika Utara > 973 History of United States of America, USA/Sejarah Amerika Serikat > 973.3 Period of Revolution and Confederation, 1775-1789/Periode Revolusi dan Konfederasi, 1775-1789 > 973.36 Celebrations of War, Health and Social Services/Perayaan Perang, Kesehatan dan Pelayanan Sosial
Divisions: Pascasarjana > Magister Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 08 Dec 2021 04:46
Last Modified: 08 Dec 2021 06:21
URI: http://repository.mercubuana.ac.id/id/eprint/51606

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