PUTRI, ANIISAH RATNA EKA (2020) ANALISIS KEPUASAN PELANGGAN DENGAN METODE SERVICE QUALITY (SERVQUAL) DI PUSKESMAS SUKAMAJU BARU. S1 thesis, Universitas Mercu Buana Bekasi.
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Abstract
ABSTRAK Kualitas pelayanan merupakan faktor penting untuk menentukan kepuasan pelanggan. Adanya penumpukan antrian pasien di ruang tunggu dan fasilitas kesehatan yang kurang lengkap mengakibatkan ketidakpuasan pasien dalam mendapatkan pelayanan. Oleh karena itu perlu adanya penilaian terhadap kualitas pelayanan yang sudah diberikan. Penelitian ini bertujuan untuk mengetahui dimensi yang berperan penting dalam kualitas pelayanan dan untuk mengukur kepuasan pelanggan terhadap kinerja pelayanan di Puskesmas Sukamaju Baru. Metode yang digunakan pada penelitian ini adalah metode service quality dan analisis diagram kartesius. Hasil dari penelitian ini menunjukkan bahwa dengan metode servqual nilai rata-rata gap antara harapan dengan performa yaitu -0.44. Nilai gap masih dibawah -1 artinya kualitas masih cukup baik. Dengan nilai gap terbesar terdapat pada dimensi bukti fisik sebesar -0.56 dan pada dimensi keandalan sebesar -0.55. Kesimpulan pada penelitian ini menunjukkan dimensi yang sudah berperan penting dalam pelaksanaannya yaitu dimensi daya tanggap, jaminan, empati. Untuk keseluruhan kualitas pelayanan yang diberikan sudah memuaskan, namun ada beberapa atribut yang perlu adanya prioritas perbaikan yaitu pada atribut ke 4 “Memiliki ruang tunggu yang nyaman dan memadai”, atribut ke 7 “Jadwal pelayanan pemeriksaan yang tepat waktu”, dan atribut ke 8 “prosedur pelayanan yang tidak membingungkan pasien”. Kata Kunci: Kepuasan Pelanggan, Service Quality, Diagram Kartesius ABSTRACT Service quality is an important factor in determining customer satisfaction. The accumulation of patient queues in waiting rooms and incomplete health facilities resulted in patient dissatisfaction in getting services. Therefore it is necessary to have an assessment of the quality of services that have been provided. This study aims to determine the dimensions that play an important role in service quality and to measure customer satisfaction with service performance at the Sukamaju Baru Health Center. The method used in this study is the service quality method and Cartesian diagram analysis. The results of this study indicate that with the servqual method the average value of the gap between expectations and performance is -0.44. The gap value is still below -1 which means the quality is still quite good. With the largest gap value is in the physical evidence dimension of - 0.56 and the reliability dimension of -0.55. The conclusions in this study indicate the dimensions that have played an important role in its implementation, namely the dimensions of responsiveness, assurance, empathy. For the overall quality of service provided is satisfactory, but there are several attributes that need priority improvement, namely the 4th attribute "Having a comfortable and adequate waiting room", the 7th attribute "Timely inspection service schedule", and the 8th attribute " service procedures that do not confuse the patient ”. Keywords: Service Quality, Customer Satisfaction, Cartesian Diagram
| Item Type: | Thesis (S1) |
|---|---|
| Call Number CD: | FT/IND 20 026 |
| NIM/NIDN Creators: | 41616210019 |
| Uncontrolled Keywords: | Kata Kunci: Kepuasan Pelanggan, Service Quality, Diagram Kartesius |
| Subjects: | 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 000. Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 001 Knowledge/Ilmu Pengetahuan > 001.4 Research; Statistical Methods/Riset; Metode Statistik > 001.42 Reseach Methods/Metode Riset |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | siti maisyaroh |
| Date Deposited: | 20 Apr 2022 06:15 |
| Last Modified: | 20 Apr 2022 06:15 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/60240 |
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