ANALISIS PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL DAN QFD DI KLINIK UTAMA PRIMA MEDIKA CILEDUG (PMC)

YUDHISTIRA, MENARA FEBRIAN (2026) ANALISIS PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVQUAL DAN QFD DI KLINIK UTAMA PRIMA MEDIKA CILEDUG (PMC). S1 thesis, Universitas Mercu Buana Jakarta.

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Abstract

Prima Medika Ciledug (PMC) Main Clinic is a healthcare facility that faces challenges in maintaining service quality due to increasing competition and a decline in patient visits. This study aims to analyze patient satisfaction, determine service quality improvement priorities, and formulate improvement proposals based on patient needs. A quantitative approach was employed involving 100 respondents. Data were collected through questionnaires based on the five dimensions of the Service Quality (SERVQUAL) model, namely tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using the SERVQUAL, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD) methods. The results indicate that all service attributes have negative gap values, suggesting that the service quality has not fully met patients' expectations. The IPA results show that most service attributes are classified in Quadrant II (Keep Up the Good Work), while attributes 3, 11, 13, 15, and 17 are located in Quadrant III (Low Priority), indicating the need for gradual evaluation and improvement. Furthermore, the QFD analysis generated five technical responses, with the highest priority being the implementation of patient complaint handling training and service competency improvement for healthcare staff. The proposed improvement strategies are expected to enhance service quality and increase patient satisfaction at Prima Medika Ciledug (PMC) Main Clinic. Keywords: SERVQUAL, Importance Performance Analysis (IPA), Quality Function Deployment (QFD), service quality, patient satisfaction Klinik Utama Prima Medika Ciledug (PMC) merupakan fasilitas pelayanan kesehatan yang menghadapi tantangan dalam mempertahankan kualitas pelayanan seiring dengan meningkatnya persaingan dan menurunnya jumlah kunjungan pasien. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pasien, menentukan prioritas perbaikan kualitas pelayanan, serta merumuskan usulan perbaikan yang sesuai dengan kebutuhan pasien. Penelitian menggunakan pendekatan kuantitatif dengan melibatkan 100 responden. Pengumpulan data dilakukan melalui kuesioner berdasarkan lima dimensi Service Quality (SERVQUAL), yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Data dianalisis menggunakan metode SERVQUAL, Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD). Hasil penelitian menunjukkan bahwa seluruh atribut pelayanan memiliki nilai gap negatif, yang mengindikasikan bahwa kualitas pelayanan belum sepenuhnya memenuhi harapan pasien. Hasil analisis IPA menunjukkan sebagian besar atribut berada pada Kuadran II (Keep Up the Good Work), sedangkan atribut 3, 11, 13, 15, dan 17 berada pada Kuadran III (Low Priority) sehingga memerlukan evaluasi dan peningkatan secara bertahap. Selanjutnya, analisis QFD menghasilkan lima prioritas respon teknis, dengan prioritas utama berupa pelaksanaan pelatihan penanganan keluhan pasien dan peningkatan kompetensi pelayanan. Implementasi usulan perbaikan tersebut diharapkan dapat meningkatkan kualitas pelayanan serta kepuasan pasien di Klinik Utama Prima Medika Ciledug (PMC). Kata kunci: SERVQUAL, Importance Performance Analysis (IPA), Quality Function Deployment (QFD), kualitas pelayanan, kepuasan pasien

Item Type: Thesis (S1)
NIM/NIDN Creators: 41622010014
Uncontrolled Keywords: SERVQUAL, Importance Performance Analysis (IPA), Quality Function Deployment (QFD), kualitas pelayanan, kepuasan pasien
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 > 658 General Management/Manajemen Umum > 658.6 Quality Management/Manajemen Kualitas
700 Arts/Seni, Seni Rupa, Kesenian > 720 Architecture/Arsitektur > 725 Public Structures Architecture/Arsitektur Struktur Umum > 725.5 Welfare and Health Buidings/Arsitektur Rumah Sakit dan Gedung Kesehatan
700 Arts/Seni, Seni Rupa, Kesenian > 750 Painting and Paintings/Seni Lukis dan Lukisan > 758 Other Subjects/Subjel Lainnya > 758.6 Industrial and Technical Subjects/Subjek Industri dan Teknik
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: khalimah
Date Deposited: 06 Aug 2026 08:57
Last Modified: 06 Aug 2026 08:57
URI: http://repository.mercubuana.ac.id/id/eprint/103185

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