Servqual dalam Pelayanan Kelas pada Laboratorium Manajemen

Sarjono, Haryadi; Natalia, Natalia

doi:10.21512/bbr.v5i1.1262

Cited by 7 publications

(7 citation statements)

References 26 publications

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“…Five-point Likert response format (ranging from strongly agree=5 to strongly disagree=1) was used instead of the seven-point scale format based on the results of discussion with experts and the hospital management (Table 1). 5,7,8 The dimensions included in the questionnaire listed in Table 2.…”

Section: Methodsmentioning

confidence: 99%

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Irasanti

Akbar

Suryani

2020

GMHC

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One of the most relevant elements for improving the quality of an organization is the recognition of customer satisfaction and perceived quality of services. During their clerkship, medical students are required to work with different medical specializations in rotation and treat patients under the supervision of the attending physicians. The purpose of the study is to explore the medical students' quality of service using the importance-performance analysis (IPA) diagram that focused on the conformance level (CLi) between the actual service performance score and patient expectation score. This was a cross-sectional study involving 160 patients and patient caregivers at the Department of Pediatric of West Java Provincial Al-Ihsan Regional General Hospital Bandung, who was a purposive sampling method to participate in the study during January 2018. Results showed that the total CLi was less than 100%. The CLi scores for responsiveness, empathy, assurance, and reliability components were 84.57%, 84%, 83.56%, and 83.45%, respectively. It can be concluded that the services provided were good, but have not yet been able to meet the expectation of the patients. Overall, the IPA is useful to identify areas for strategic focus in improving the quality of services provided by medical students to help the hospital managers and faculty of medicine develop education management strategies. PENERAPAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA) UNTUK MENINGKATKAN KUALITAS PELAYANAN MAHASISWA SELAMA KEPANITERAAN DI RUMAH SAKIT PENDIDIKANSalah satu elemen yang paling relevan untuk meningkatkan kualitas organisasi adalah mengetahui kepuasan dan kualitas layanan yang dirasakan oleh konsumen. Selama kepaniteraan, mahasiswa kedokteran diwajibkan untuk berotasi melalui berbagai spesialisasi medis dan merawat pasien di bawah pengawasan dokter. Tujuan penelitian ini mengetahui kualitas pelayanan mahasiwa kedokteran dengan menggunakan diagram importance-performance analysis (IPA) yang berfokus pada tingkat kesesuaian (Tki) antara skor kinerja layanan aktual dan skor harapan pasien. Penelitian ini merupakan penelitian cross-sectional yang melibatkan 160 pasien dan penunggu pasien di Departemen Ilmu Kesehatan Anak di RSUD Al-Ihsan Provinsi Jawa Barat Bandung dengan metode purposive sampling selama bulan Januari 2018. Hasil penelitian menunjukkan bahwa total Tki kurang dari 100%. Skor Tki untuk komponen respons, empati, assurance, dan reliabilitas masing-masing adalah 84,57%, 84%, 83,56%, dan 83,45%. Dapat disimpulkan bahwa faktor layanan yang diberikan baik, tetapi belum memenuhi harapan pasien. Meskipun demikian, IPA berguna untuk mengidentifikasi area untuk fokus strategis dalam meningkatkan kualitas layanan yang diberikan mahasiswa kedokteran untuk membantu manajer rumah sakit dan fakultas kedokteran mengembangkan strategi manajemen pendidikan.

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Section: Methodsmentioning

confidence: 99%

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Irasanti

Akbar

Suryani

2020

GMHC

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“…The focus of this IPA model is to provide service quality improvement strategies to employees. The results of this IPA can provide an overview for managers to make decisions and implement strategies for the human resources of their workers (Nurwahyudi & Rimawan, 2021) IPA method consists of coordinate axis pairs, where axis performance is represented by x-axis and importance represented by the y-axis, various performance elements, and importance involved in service are compared and ultimately divided into 4 quadrants (Sarjono & Natalia, 2014):…”

Section: Servqualscore= Performance Score-expectationmentioning

confidence: 99%

Analysis of Public Satisfaction at the Bengkalis Regency Population and Civil Registration Office Riau Province Indonesia

Hasan,

Junita,

Mulia

et al. 2023

J. Public Policy

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The purpose of this study was to analyze the satisfaction of service quality at the Department of Population and Civil Registry of Bengkalis Regency. The research carried out is a descriptive qualitative study, in which the researchers not only distribute questionnaires but also conduct in-depth interviews with the heads of related units at the Bengkalis Regency Population and Civil Registry Office. In general, all the 14 assessment indicators got an average score of 72.4 which means good. While the service element that gets the highest score is service procedure of 3.24, and the lowest is service security. This study provides an overview that can be used by the Department of Population and Civil Registry of Bengkalis Regency to evaluate all units related to community services. Community satisfaction in this study uses the Community Satisfaction Index (CSI) and the Importance Performance Analysis (IPA) which has been published by the Ministry of Administrative Reform through the Decree of the Minister of State Apparatus Empowerment Number: KEP/25/M.PAN/2/2004. The method used in this research is Servqual, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI) with 200 respondents selected by convenience technique. In general, the value obtained by the Department of Population and Civil Registry of Bengkalis Regency using the Community Satisfaction Index is 2,896 x 25 = 72.4. This means that the performance of the service unit of the Department of Population and Civil Registry of Bengkalis Regency is in service quality "B" with the category "Good".

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“…Dalam penelitian kuantitatif instrument yang digunakan telah ditentukan sebelumnya dan tertata dengan baik [8]. Adapun dalam mengukur kepuasan nasabah terhadap mesin antrian (Existing) Bank NTB Syariah menggunakan indikator Dimensi Pelayanan [9]. Untuk menghitung rata-rata dan persentase pada tabel 6 (enam) hampir sama dengan tabel 5 (lima) yaitu untuk menghitung ratarata.…”

Section: Jenis Penelitian Yang Digunakan Adalahunclassified

Inovasi Rancangan Umum Aplikasi Mesin Antrian Perbankan Untuk Meningkatkan Kepuasan Nasabah

Esabella¹,

Hudaya²,

Listiana³

2022

NUANSA

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Tujuan penelitian adalah untuk menganalisis kepuasan nasabah terhadap aplikasi mesin antrian (Existing) Bank NTB Syariah Cabang Sumbawa dan merancang aplikasi mesin antrian yang diharapkan oleh nasabah untuk meningkatkan kepuasan nasabah. Penelitian diawali dengan melakukan Analisa terhadap kepuasan nasabah dalam menggunakan Aplikasi Mesin Antrian (Existing), dimana parameter analisa menggunakan 10 Dimensi Pelayanan yakni; Reliability, Responsiveness, Competence, Access, Courtesy, Communication, Credibility, Security, Understanding knowing the customer dan Tangible. Dari hasil Analisa didapatkan bahwa tingkat kepuasan pelanggan terhadap aplikasi mesin antrian (Existing) Bank NTB Syariah Cabang Sumbawa berada pada level puas. Hal ini didasarkan pada rata-rata kuesioner yang telah diisi oleh 100 responden menunjukan angka 72,11 %. Dan adanya keinginan responden untuk dikembangkan aplikasi mesin antrian yang bersifat fleksibel yaitu aplikasi antrian berbasis android sebesar 91,03%. Dengan demikian nasabah sangat menginginkan adanya aplikasi antrian berbasis android. Akhir penelitian, peneliti membangun grand design pengembangan aplikasi mesin antrian berbasis android yang dapat menjadi masukkan kepada pimpinan Bank NTB Syariah Cabang Sumbawa dalam mengembangkan aplikasi mesin antrian.

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Servqual dalam Pelayanan Kelas pada Laboratorium Manajemen

Cited by 7 publications

References 26 publications

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Implementation of Importance-Performance Analysis (IPA) for Improving Medical Students’ Quality of Service in Teaching Hospital

Analysis of Public Satisfaction at the Bengkalis Regency Population and Civil Registration Office Riau Province Indonesia

Inovasi Rancangan Umum Aplikasi Mesin Antrian Perbankan Untuk Meningkatkan Kepuasan Nasabah

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