Improving Hospital Service Quality Strategy with Servqual and Kano Methods

Abstract

In daily activities, human beings cannot be separated from the services offered by a particular organization, such as the use of public transportation, education, food, health and much more related to daily life. Therefore competition between services is inevitable. Quality is related to customer satisfaction. Customers will be a benchmark for the good or not the quality given by a particular company. Companies can increase customer satisfaction by providing good service of course. Hospital is one of the companies engaged in public health services. To get what the customer wants, the hospital is required to give maximum satisfaction to its customers, but the reality is still often encountered customer dissatisfaction while using hospital services. In addition, based on the results of previous studies, it was found that some attributes of service attributes were still at the level that needed improvement. In addition, based on the results of previous studies, it was found that some attributes of service attributes were still at the level that needed improvement. Corrective actions can be done by the Kano method. The Kano method categorizes the attributes of products or services based on how well the product or service can satisfy customer needs, with service attributes can be divided into several categories.