Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL)

Apriani, Rika; Nurcahyo, Gunadi Widi

doi:10.37034/jsisfotek.v3i3.59

Cited by 5 publications

(6 citation statements)

References 10 publications

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“…Therefore it can be repaired and improved service quality based on problems that occur continuously. By using the integration of the Service Quality (Servqual) and Quality Function Development (QFD) methods, it is hoped that service speed and service quality improvement will be able to meet quality standards according to Key Performance Indicators (KPI) (Apriani & Nurcahyo, 2021;Aprianto & Fatah, 2021;Kurniawan et al, 2021). This research is different from previous studies which only used the Servqual method to improve service systems.…”

Section: Introductionmentioning

confidence: 93%

Planning to improve the quality of public services using servqual and Quality Function Deployment integration

Saleh,

Herdianzah,

Pawennari

et al. 2023

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Service is any activity that is intended or intended to provide satisfaction to customers, but in fact, there are still several service systems that are always complained about by the community, including the problem of family cards (KK) and identity cards (KTP) because these services are the most dominant in the Sepee District Office. This study aims to obtain the quality of service in the district so that it can be repaired or improved the service system. This study uses the integration of Service Quality (Servqual) with a 5-dimensional approach to service quality, namely Tangibles, Reliability, Assurance, Responsive, and Empathy with the integration of Quality Function Deployment (QFD) to create a development and planning process in setting specifications for community needs and evaluating strengths and weaknesses on the service process. The results of Servqual and QFD integration in this study can be seen from the Q value which is not in accordance with service quality standards, the Q value shows 0.86 meaning that service quality cannot be said to be good because 0.86 ≤ 1. Based on the Cartesian diagram, 8 attributes are found. In quadrant A high-expectation value and low-performance value). According to the community, the highest attribute whose perceived value is low but whose expectation value is high is that service facilities and infrastructure are complete and sophisticated.

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Section: Introductionmentioning

confidence: 93%

Planning to improve the quality of public services using servqual and Quality Function Deployment integration

Saleh,

Herdianzah,

Pawennari

et al. 2023

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show abstract

“…Peningkatan kenyamanan, kesopanan dan komunikasi menyebabkan kualitas pelayanan kesehatan yang lebih baik dan hasil dari semua itu akan berakhir baik (Aulia et al, 2019). Kualitas layanan yang diberikan oleh unsur-unsur rumah sakit akan menentukan kepuasan pasien (Apriani & Nurcahyo, 2021). Dalam hal ini, kepuasan pasien hanya dapat diwujudkan jika sebuah RS telah berhasil mencukupi atau memenuhi semua kebutuhan pasien dalam memperoleh pelayanan yang bermutu, adil dan merata (Hasan & Putra, 2019).…”

Section: Tinjauan Pustakaunclassified

Pengaruh dari reliability, responsiveness, empathy, assurance, dan tangibility terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T Wongsonegoro

Ursula,

Saryatmo

2024

J. Manaj. Bisnis dan Kewirausahaan

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This study aims to analyze the influence of the variables of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility on patient satisfaction at RSUD K.R.M.T Wongsonegoro. This research is descriptive with a cross-sectional approach, using a total of 180 patients at RSUD K.R.M.T Wongsonegoro. In this study, data analysis was conducted using the Partial Least Square-Structural Equation Modeling (PLS-SEM) method. Based on the research findings, it was found that each dimension of service quality, namely reliability, responsiveness, empathy, assurance, and tangibility have a positive and significant impact on patient satisfaction at RSUD K.R.M.T Wongsonegoro. This implies that the hospital must maintain a good quality based on the dimensions of reliability, responsiveness, empathy, assurance, and tangibility as the quality that it provides will significantly affect patient satisfaction. Penelitian ini bertujuan untuk menganalisis pengaruh variabel kualitas layanan yang mencakup reliability, responsiveness, empathy, assurance, dan tangibility terhadap kepuasan pasien di RSUD K.R.M.T Wongsonegoro. Jenis penelitian ini deskriptif dengan pendekatan cross-sectional, dengan jumlah sampel 180 pasien. Dalam penelitian ini, analisis data dilakukan dengan metode Partial Least Square-Structural Equation Modelling (PLS-SEM). Berdasarkan hasil penelitian, keseluruhan dimensi dalam kualitas layanan, yakni reliability, responsiveness, empathy, assurance, dan tangibility masing-masing berpengaruh positif dan signifikan terhadap kepuasan pasien di RSUD K.R.M.T Wongsonegoro. Hal ini menunjukkan bahwa pihak rumah sakit harus menjaga kualitas pelayanan dalam dimensi reliability, responsiveness, empathy, assurance, dan tangibility dengan baik, dikarenakan kualitas layanan dapat memengaruhi kepuasan pasien.

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“…Bila melanggar, petugas diberikan peringatan oleh supervisior. Apabila dilakukan lebih dari 3 kali harus diberikan sanksi tegas oleh pihak Manajemen seperti penambahan jam kerja atau pemotongan gaji, (5) Mekanik memberikan penjelasan tentang masalah yang terjadi pada motor konsumen dan memberitahukan perbaikan yang akan dilakukan. Serta memberitahu konsumen kapan harus kembali ke bengkel untuk melakukan perawatan motor, (6) Terdapat list biaya jasa service maupun spare part yang dipasang di dinding administrasi.…”

Section: Hasil Dan Pembahasanunclassified

Usulan Perbaikan Kualitas Layanan di Bengkel Motor dengan Pendekatan Metode Servqual

Nadia Adzkia,

Mulyati,

Selamat

2023

JRTI

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Abstract. Indonesia's automotive industry is growing every year, especially motorcycles. Motorbike users need a workshop as a means of repairing and maintaining their vehicles on a regular basis. Therefore, repair shop service providers must improve their services in order to gain consumer trust for the services that have been provided. AHASS Bintang Alam Jaya is one of Honda's official repair shops in Bandung Regency. Astra Honda Authorized Service Station or AHASS is a motorcycle repair shop that offers engine maintenance, sells spare parts and official genuine Honda parts. AHASS Bintang Alam Jaya provides service standards in general, namely light service and heavy service with certified mechanics. AHASS Bintang Alam Jaya faced the problem of complaints from consumers who were submitted to the workshop after carrying out the service and the number of visitors who came to the AHASS workshop did not reach the monthly target set by the workshop (management). The phenomenon that occurs at the AHASS Bintang Alam Jaya workshop is the fluctuation of consumers who come to the workshop to service the motorbike. This study will use the Service Quality Method (SERVQUAL) to determine the level of customer satisfaction with the motorcycle service offered by AHASS Bintang Alam Jaya Workshop by categorizing each service using the TERRA dimension (Tangible, Empathy, Reliability, Responsiveness, Assurance). Based on the calculations, there are 12 services that must be repaired out of a total of 26 existing service attributes, namely waiting room facilities provided (availability of drinking water, helmet racks, TV, readings and information boards), availability of clean toilets, availability of wifi and air conditioning, friendliness and politeness of the workshop staff (smiling, greeting, greeting, polite, polite), Mechanics (Motorcycle Service Workforce) Explaining the maintenance or repairs to be carried out, Employees can explain the estimated service services and spare part prices, Fast service provided by the workshop staff in respond to existing complaints, Ease of contacting the workshop by telephone,Employees contact you after the service is complete,Employees are able to find out and repair damage in an appropriate manner,Results of workshop repairs or services are as promised by the workshop and according to customer expectations,Employees honestly provide information to consumer. Abstrak. Industri otomotif Indonesia berkembang meningkat setiap tahunnya, khususnya sepeda motor. Pengguna motor tersebut membutuhkan bengkel sebagai sarana perbaikan dan perawatan kendaraannya secara berkala. Oleh karena itu penyedia jasa bengkel harus meningkatkan pelayanannya agar mendapatkan kepercayaan konsumen atas jasa yang telah diberikan. AHASS Bintang Alam Jaya merupakan salah satu bengkel resmi Honda yang ada di Kabupaten Bandung. Astra Honda Authorized Service Station atau AHASS merupakan bengkel motor yang menawarkan perawatan mesin, menjual sperpart dan suku cadang asli resmi Honda. AHASS Bintang Alam jaya melayani standar service pada umumnya yaitu service ringan dan sevice berat dengan tenaga mekanik yang bersertifikat. AHASS Bintang Alam Jaya menghadapi masalah adanya keluhan dari konsumen yang di ajukan kebengkel setelah melakukan service dan jumlah pengunjung yang datang ke bengkel AHASS tidak mencapai target bulanan yang telah di tetapkan oleh bengkel (manajemen). Fenomena yang terjadi di bengkel AHASS Bintang Alam Jaya yaitu terjadinya fluktuasi konsumen yang datang ke bengkel untuk melakukan service motor. Penelitian ini akan menggunakan Metode Service Quality (SERVQUAL) untuk mengetahui tingkat kepuasan konsumen terhadap pelayanan servis sepeda motor yang ditawarkan Bengkel AHASS Bintang Alam Jaya dengan mengkategorikan setiap pelayanan menggunakan dimensi TERRA (Tangible, Empathy, Reliability, Responsiveness, Assurance). Berdasarkan perhitungan didapatkan 12 pelayanan yang harus diperbaiki dari keseluruhan 26 atribut pelayanan yang ada yaitu Fasilitas Ruang Tunggu yang diberikan (ketersedian air minum, Rak Helm, TV, bacaan, dan papan informasi), Tersedia Toilet yang bersih, Tersedia Wifi dan AC, Keramahan dan kesopanan petugas bengkel (tersenyum,salam,sapa,sopan,santun), Mekanik (Tenaga kerja Servis Motor) Menjelaskan mengenai perawatan atau perbaikan yang akan dilakukan, Karyawan dapat menjelaskan mengenai perkiraan jasa service dan harga spare part, Pelayanan yang cepat diberikan petugas bengkel dalam menanggapi keluhan yang ada, Kemudahan menghubungi bengkel melalui telepon,Karyawan menghubungi Anda setelah service selesai, Karyawan mampu mengetahui dan memperbaiki kerusakan dengan tepat, Hasil perbaikan atau servis bengkel sesuai dengan yang di janjikan oleh bengkel dan sesuai harapan pelanggan, Karyawan secara jujur memberikan informasi kepada konsumen.

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Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL)

Cited by 5 publications

References 10 publications

Planning to improve the quality of public services using servqual and Quality Function Deployment integration

Planning to improve the quality of public services using servqual and Quality Function Deployment integration

Pengaruh dari reliability, responsiveness, empathy, assurance, dan tangibility terhadap kepuasan pasien di rumah sakit RSUD K.R.M.T Wongsonegoro

Usulan Perbaikan Kualitas Layanan di Bengkel Motor dengan Pendekatan Metode Servqual

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