Fandia, Refa Yuli (2024) USULAN PERBAIKAN KUALITAS PELAYANAN RAWAT INAP PADA PASIEN BPJS DI RUMAH SAKIT KRAKATAU MEDIKA. S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
Service quality is a measure of success in the service industry, the quality of a service will affect the level of consumer loyalty and can increase the competitiveness of the company. Hospital is one of the service facilities used to meet the needs of the community in the health sector. The problem that occurs is the number of complaints from patients regarding the services provided at Krakatau Medika Hospital, this is supported by the fact that there is a decrease in the Customer Satisfaction Index (CSI) in inpatient services. Based on these problems, research was conducted on proposals for improving the quality of inpatient services for BPJS patients at Krakatau Medika Hospital using Service Quality and Six Sigma methods. The use of the Servqual method aims to determine the level of gap between satisfaction and expectations of the inpatient services provided, carried out by distributing questionnaires containing 44 attributes from 5 servqual dimensions and obtaining a gap value for each attribute. The Six Sigma method consists of 4 stages, starting with the define stage using Importance Performance Analysis (IPA) and obtaining 8 priority attributes. The next stage, namely the measure stage, obtained a customer satisfaction index of 72,28%. The 3rd stage is analyze, consists of a problem identification process using the 5W + 1H method. The last stage is improve by determining improvement priorities using Quality Function Deployment (QFD). With the preparation of the House of Quality (HoQ) matrix, 14 improvement proposals were obtained with 3 main priorities, namely conducting routine assessments of the performance of health workers, improving information systems and platforms regularly and conducting training and education for health workers.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Kualitas pelayanan merupakan tolak ukur keberhasilan dalam industri jasa, kualitas dari suatu pelayanan akan mempengaruhi tingkat loyalitas konsumen dan dapat meningkatkan daya saing perusahaan. Rumah sakit merupakan salah satu fasilitas pelayanan yang digunakan untuk memenuhi kebutuhan masyarakat dalam bidang kesehatan. Permasalahan yang terjadi ialah banyaknya keluhan dari pasien mengenai pelayanan yang diberikan di Rumah Sakit Krakatau Medika, hal tersebut didukung oleh fakta adanya penurunan Indeks Kepuasan Pelanggan (IKP) pada pelayanan rawat inap. Berdasarkan permasalahan tersebut, maka dilakukan penelitian mengenai usulan perbaikan kualitas pelayanan rawat inap pada pasien BPJS di Rumah Sakit Krakatau Medika menggunakan metode Service Quality dan Six Sigma. Penggunaan metode Servqual bertujuan untuk mengetahui tingkat kesenjangan antara kepuasan dan harapan terhadap pelayanan rawat inap yang diberikan, penelitian dilakukan dengan menyebaran kuesioner yang memuat 44 atribut dari 5 dimensi servqual dan didapakan nilai gap pada masing-masing atribut. Metode Six Sigma terdiri dari 4 tahapan, dimulai dengan tahap define dengan menggunakan Importance Performance Analysis (IPA) dan didapatkan 8 atribut prioritas. Tahap selanjutnya yaitu tahap measure, didapatkan nilai indeks kepuasan pelanggan sebesar 72,28%. Tahap ke-3 yaitu analyze, terdiri dari proses identifikasi permasalahan dengan menggunakan metode 5W+1H. Tahap terakhir ialah improve dengan menentukan prioritas perbaikan dengan menggunakan Quality Function Deployment (QFD). Dengan penyusunan matrix House of Quality (HoQ) didapatkan 14 usulan perbaikan dengan 3 prioritas utama yaitu melakukan penilaian rutin terhadap kinerja tenaga kesehatan, perbaikan sistem informasi dan platform secara berkala dan melakukan pelatihan serta pendidikan kepada tenaga kesehatan. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) T Technology > T Technology (General) |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Refa Yuli Fandia | |||||||||
| Date Deposited: | 29 Apr 2024 14:31 | |||||||||
| Last Modified: | 29 Apr 2024 14:31 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/35015 |
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