PENINGKATAN KUALITAS PELAYANAN KESEHATAN MENGGUNAKAN PENDEKATAN SERVICE QUALITY (SERVQUAL),KANO MODEL DAN QUALITY FUNCTION DEPLOYMENT (QFD)
| Main Author: | Welvian, Muhammad Hanif |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/56950/50/PENDAHULUAN.pdf http://eprints.umm.ac.id/56950/2/BAB%20I.pdf http://eprints.umm.ac.id/56950/3/BAB%20II.pdf http://eprints.umm.ac.id/56950/5/BAB%20III.pdf http://eprints.umm.ac.id/56950/4/BAB%20IV.pdf http://eprints.umm.ac.id/56950/6/BAB%20V.pdf http://eprints.umm.ac.id/56950/7/BAB%20VI.pdf http://eprints.umm.ac.id/56950/ |
Daftar Isi:
- The hospital is a provider of services engaged in the field of health. Service is the most important part because it must be able to provide good service and satisfy customers in order to compete with other service companies. This research was conducted at the University of Muhammadiyah Malang Hospital by using the object of service at the hospital. At present the problem is the lack of waiting chairs for each polyclinic, the length of service system for drugs and complicated service systems. For this reason, service improvement needs to be done using service quality kano model and quality function development method. With the aim of knowing which services should be improved, what needs and expectations are needed by patients so that plans can be made and the development of alternative improvements. Based on the results of data processing, it is known that the attributes that have a negative GAP value fall into the category of Must be, One Dimentional or Attractive. Proposed improvements in this problem include the addition of a cashier, conducting more stringent supervision of officers, evaluating SOP of hospital facilities, maintaining the stability of the use of facilities, evaluating and controlling the accuracy of arrival hours, conducting controling IGD, providing chairs for pregnant women and people with disabilities, always implementing look neat, increase the leveling counters, evaluate the performance of doctors in general poly and emergency room, and increase the workforce of pharmacists at hospital pharmacies.