Aniarti, Dini (2025) PENINGKATAN KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS DAN QUALITY FUNCTION DEPLOYMENT. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
This study aims to improve the quality of healthcare services at Puskesmas Citangkil by applying the Service Quality, Importance Performance Analysis (IPA), and Quality Function Deployment (QFD) methods. The research adopts a quantitative approach with descriptive and exploratory methods, involving 100 randomly selected respondents, with the sample size determined using the Cochran formula. The questionnaire instrument was developed based on the five dimensions of Service Quality: tangibles, reliability, responsiveness, assurance, and empathy. The analysis results show that all service attributes have negative gap values, with an average of -0.85, indicating that the services provided have not met patient expectations. The IPA identified nine attributes as top priorities for improvement, while QFD produced 14 technical improvement suggestions. The three highest priorities include routine performance evaluations for healthcare personnel, the application of the 3S principles (Smile, Greet, Salute), and public service training. The findings of this study are expected to serve as a reference in designing more targeted service quality improvement strategies that align with patient needs.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk meningkatkan kualitas pelayanan kesehatan di Puskesmas Citangkil dengan menggunakan metode Service Quality, Importance Performance Analysis (IPA), dan Quality Function Deployment (QFD). Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif dan eksploratif, melibatkan 100 responden yang dipilih secara acak dengan penentuan sampel menggunakan rumus Cochran. Instrumen kuesioner disusun berdasarkan lima dimensi Service Quality, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Hasil analisis menunjukkan seluruh atribut pelayanan memiliki nilai gap negatif dengan rata-rata sebesar -0,85, yang menandakan pelayanan belum memenuhi harapan pasien. IPA mengidentifikasi sembilan atribut yang menjadi prioritas utama perbaikan, sedangkan QFD menghasilkan 14 usulan teknis, dengan tiga prioritas tertinggi berupa evaluasi rutin kinerja tenaga kesehatan, penerapan prinsip 3S (Senyum, Sapa, Salam), dan pelatihan pelayanan publik. Hasil penelitian ini diharapkan dapat menjadi acuan dalam merancang strategi peningkatan mutu layanan yang lebih terarah dan sesuai kebutuhan pasien. | |||||||||
| Subjects: | R Medicine > RA Public aspects of medicine R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Dini Aniarti | |||||||||
| Date Deposited: | 12 Aug 2025 02:26 | |||||||||
| Last Modified: | 12 Aug 2025 02:26 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/53882 |
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