USULAN PERBAIKAN KUALITAS PELAYANAN RAWAT JALAN RUMAH SAKIT MENGGUNAKAN METODE SERVQUAL, IPA, DAN CSI (RSUD dr. R. Soedarsono Pasuruan)
| Main Author: | Izumi, Nera Calvina |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/56765/50/PENDAHULUAN.pdf http://eprints.umm.ac.id/56765/2/BAB%20I.pdf http://eprints.umm.ac.id/56765/3/BAB%20II.pdf http://eprints.umm.ac.id/56765/4/BAB%20III.pdf http://eprints.umm.ac.id/56765/5/BAB%20IV.pdf http://eprints.umm.ac.id/56765/6/BAB%20V.pdf http://eprints.umm.ac.id/56765/7/BAB%20VI.pdf http://eprints.umm.ac.id/56765/8/LAMPIRAN.pdf http://eprints.umm.ac.id/56765/ |
Daftar Isi:
- Quality is very important to assess that an item or service has functioned as desired by consumers until consumers are satisfied with the services they receive. Problems related to customer satisfaction are still very common, one of which is health care. The hospital is one of the agencies that provide health services for the community. One of the hospitals owned by Pasuruan City Government is Dr. R. Soedarsono Pasuruan. Based on the results of preliminary observations, there are several complaints from patients that led to this study being conducted to analyze the facilities and quality of services provided by hospitals as they wish by consumers using the servqual, IPA and CSI methods. The results of calculations using the servqual method, the highest gap is in the 11th attribute on the reliability dimension. The CSI (Customer Satisfaction Index) method shows that the percentage of patient satisfaction is 79,490%. From the results of the IPA method obtained 7 attributes as a top priority.