ANALISIS KUALITAS PELAYANAN PADA KLINIK DALAM MELAKUKAN SWAB DENGAN METODE SERVICE QUALITY (SERVQUAL)

IZMI, FADILLAH NUR'ULLUL (2022) ANALISIS KUALITAS PELAYANAN PADA KLINIK DALAM MELAKUKAN SWAB DENGAN METODE SERVICE QUALITY (SERVQUAL). S1 thesis, Universitas Mercu Buana Bekasi.

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Abstract

ABSTRAK Indonesia dilanda virus Covid-19, virus ini menyebar keseluruh penjuru daerah. Untuk mendeteksi virus ini bisa dengan dua metode test yang dilaksanakan pada fasilitas kesehatan. Klinik akan memberikan pelayanan kesehatan yang profesional dan mewujudkan pelayanan yang senantiasa mengutamakan mutu dan kepuasan pelanggan, namun kenyataannya sering mendapatkan keluhan. Keluhan tersebut menyebabkan kurang puasnya pelanggan terhadap pelayanan yang diberikan oleh klinik. Tujuan dari penelitian ini yaitu untuk mengetahui kualitas pelayanan di klinik berdasarkan proses pelayanan yang diberikan kepada pelanggan. Metode yang digunakan yakni Service Quality dan Importance Performance Analysis. Hasil yang didapatkan dari kualitas pelayanan yaitu dimana pada hasil Q < 1, namun hampir mendekati 1. Pada dimensi Reliability, Responsiveness, Assurance dan Empaty masing-masing sebesar 0,92; 0,94; 0.90 dan 0,93. Jadi, dapat disimpulkan bahwa kualitas pelayanan dari pihak klinik terhadap tes covid-19 hampir mendekati kata baik. Pada hasil analisa Importance Performance Analysis yang perlu ditingkatkan yakni atribut yang berada pada kuadran A yaitu fasilitas ruang tunggu memadai,nyaman dan bersih, tim medis menggunakan Alat Pelindung Diri (Masker,dll), tim medis berkompeten dalam memberikan pelayanan kesehatan. Dengan usulan yakni : menambahkan kursi tunggu serta memberikan stiker social distancing pada kursi dengan jarak 1meter, tim medis harus memiliki kesadaran diri untuk keselamatan dirinya, pihak klinik harus lebih selektif dalam merekrut. Kata kunci : Service Quality, Importance Performance Analysis, Virus Covid- 19, Tes Covid-19, Kualitas, Pelayanan http://digilib.mercubuana.ac.id/ v ABSTRACT Indonesia is hit by the Covid-19 virus, this virus has spread to all corners of the region. To detect this virus, two test methods can be carried out at health facilities. The clinic will provide professional health services and realize services that always prioritize quality and customer satisfaction, but in reality they often get complaints. These complaints cause customer dissatisfaction with the services provided by the clinic. The purpose of this study is to determine the quality of service in the clinic based on the service process provided to customers. The methods used are Service Quality and Importance Performance Analysis. The results obtained from the quality of service are where the results of Q < 1, but almost close to 1. On the dimensions of Reliability, Responsiveness, Assurance and Empaty each of 0.92; 0.94; 0.90 and 0.93. So, it can be concluded that the quality of service from the clinic for Covid-19 tests is almost close to good. In the results of the Importance Performance Analysis that need to be improved, namely the attributes that are in quadrant A, namely the waiting room facilities are adequate, comfortable and clean, the medical team uses Personal Protective Equipment (masks, etc.), the medical team is competent in providing health services. With the proposals, namely: adding waiting chairs and providing social distancing stickers on chairs with a distance of 1 meter, the medical team must have self-awareness for their safety, the clinic must be more selective in recruiting. Keywords: Method Service Quality, Importance Performance Analysis, Covid-19 Virus, Covid-19 Test, Quality, Service

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