PENINGKATAN KUALITAS PELAYANAN DAN FASILITAS MENGGUNAKAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) DI CHARITAS HOSPITAL PALEMBANG

Yuli, Yandi (2025) PENINGKATAN KUALITAS PELAYANAN DAN FASILITAS MENGGUNAKAN METODE SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT (QFD) DI CHARITAS HOSPITAL PALEMBANG. S-1 thesis, 021008 Universitas Tridinanti.

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Abstract

ABSTRAK Rumah Sakit Charitas Palembang merupakan salah satu institusi vital yang berperan sebagai pusat pelayanan kesehatan, pengobatan dan pemulihan bagi masyarakat. Dengan lingkungan yang kompleks rumah sakit menghadirkan iteraksi antara tenaga medis, teknologi, dan pasien dalam upaya memberikan layanan kesehatan yang optimal. Penelitian ini mengeksplorasi kualitas layanan rumah sakit melalui pendekatan SERVQUAL dan QFD, dengan tujuan mengidentifikasi kesenjangan kualitas serta menysusun strategi perbaikan berbasis kebutuhan pelanggan, tingkat kepuasan pelanggan terhadap pelayanan dan kualitas yang diberikan rumah sakit Charitas palembang dengan pendekatan servqual (tangibles, emphaty, reliability, responsive ,dan assurance) rata-rata yang didapat yaitu sebesar -4,62. Hal ini menujukkan bahwa pelayanan dan kualitas masih belum memenuhi harapan seacara penuh. Prioritas peningkatan dari House Of Quality rumah sakit harus menerapkan sistem antrian digital berbasis aplikasi, penerapan pharmacy management system, pelatihan rutin komunikasi efektif dan sistem reward untuk staf atau karyawan yang proaktif dalam membantu kebutuhan pasien, serta mengawasi kebersihan fasilitas toilet secara berkala. Rumah sakit tidak hanya menjadi tempat penyembuhan, tetapi juga simbol harapan, empati, dan inovasi dalam mendukung kesehatan masyarakat secara holistik. Kata Kunci : kepuasan pasien, kualitas pelayana dan fasilitas, Quality Funtcion Deplyoyment (QFD) dan SERVQUAL ABSTRACT Charitas Palembang Hospital is a vital institution that acts as a center for health, treatment and recovery services for the community. With a complex environment, hospitals present interactions between medical personnel, technology and patients in an effort to provide optimal health services. This research explores the quality of hospital services through the SERVQUAL and QFD approaches, with the aim of identifying quality gaps and developing improvement strategies based on customer needs, the level of customer satisfaction with the services and quality provided by Charitas Palembang Hospital using the Servqual approach (tangibles, empathy, reliability, responsiveness). , and assurance) the average obtained was -4.62. This shows that service and quality still do not fully meet expectations. Priorities for improving the hospital's House of Quality must be implementing an application-based digital queuing system, implementing a pharmacy management system, routine effective communication training and a reward system for staff or employees who are proactive in assisting patient needs, as well as monitoring the cleanliness of toilet facilities on a regular basis. Hospitals are not only places of healing, but also symbols of hope, empathy and innovation in supporting holistic community health. Keywords: patient satisfaction, quality of services and facilities, Quality Functional Deplyoyment (QFD) and SERVQUAL

Item Type:	Thesis (S-1)
Subjects:	T Technology > TS Manufactures
Depositing User:	Tn Yuli Yandi
Date Deposited:	11 Feb 2025 04:21
Last Modified:	11 Feb 2025 04:21
URI:	http://repository.univ-tridinanti.ac.id/id/eprint/9639

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