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ITS » Master Theses » Manajemen Operasional (S2)
Posted by anis at 03/01/2007 08:07:54  •  22620 Views


PERANCANGAN STRATEGI PELAYANAN DI INSTALASI RAWAT INAP BEDAH RSUD DR.SOETOMO SURABAYA BERDASARKAN METODE SERVQUAL DAN AHP

Author :
YOESTANDARI, FLORENTINA 




ABSTRAK

Rumah sakit merupakan salah satu contoh bisnis kepercayaan yang sangat tergantung pada sejauh mana kepercayaan pasien terhadap rumah sakit sebagai tempat perawatan dan pengobatan penyakit. Pelayanan yang bermutu dan terbaik merupakan jurus jitu bagi setiap Rumah Sakit untuk memenangkan persaingan dan mendapatkan pelanggan. Untuk itu maka diperlukan langkah-langkah konkrit dalam menghadapi perubahan konsumen maupun perubahan lingkungan dengan melakukan pembenahan dan penyempurnaan terhadap pelayanan yang diberikan dengan menyusun strategi pelayanan. Oleh karena itu pihak manajemen perlu mengetahui kesenjangan yang terjadi dan faktor-faktor yang mempengaruhi kepuasan konsumen terhadap kualitas pelayanan yang diterimanya dan memberikan pelayanan yang bermutu dan terjangkau sesuai dengan harapan pasien. Salah satu cara untuk menganalisa kepuasan pasien adalah menggunakan metode servqual yang dilakukan dengan mendeteksi ada tidaknya gap antara pihak manajemen perawat dokter dan pasien ditinjau dari dimensi yang mempengaruhi kualitas layanan. Sedangkan perhitungan bobot dari setiap kriteria pelayanan dilakukan dengan menggunakan AHP. Nilai servqual terbobot diperoleh dengan menghitung selisih antara nilai persepsi dan harapan pasien yang dikalikan dengan bobot hasil pengolahan AHP untuk setiap kriteria pelayanan. Dari penelitian yang telah dilakukan diperoleh fakta bahwa hasil nilai mean harapan yaitu 38449 yang lebih tinggi daripada nilai mean persepsi yaitu 34006. Hal ini berarti bahwa semua atribut pelayanan masih dianggap kurang oleh pasien. Setelah dilakukan analisa lebih lanjut diperoleh kriteria-kriteria yang mendesak untuk diperbaiki yang meliputi harga obat yang terjangkau kriteria yang berhubungan dengan perawat dan tenaga medis. Hal ini berarti bahwa pihak manajemen perlu untuk memprioritaskan perbaikan dengan tanpa mengesampingkan perbaikan pada kriteria lain yang mendesak untuk segera diperbaiki sesuai dengan urutan prioritas. Dari hasil analisa perbaikan pelayanan maka disusun suatu rancangan strategi pelayanan berupa sasaran kebijaksanaan program dan rencana kegiatan.


ABSTRACT

Hospital is an example of a trust business that depends on how far the patients trusts toward the hospital as the particular place to obtain a significant treatment of a particular disease. A high quality and the best services provided by a hospital are an ultimate reason for a particular hospital to win the competition among other hospitals and to obtain customers. For the reason stated above it is required several concrete steps in dealing with the dynamic changes of the customers and the environment by conducting the services provided by constructing a service strategy. Due to the condition stated the management should be able to understand and see the discrepancies exist and several factors affecting the customers satisfaction toward the service quality provided by the hospital. The management should also be able in providing high quality services that are affordable by the most of its patients. A particular technique in analyzing the customers satisfaction is by using a servqual method conducted by detecting whether the discrepancies exist between or among the management nurses physicians and patients. The discrepancy is viewed from a dimension affecting the service quality. Whereas the weight measurement of every criterion of the service provided is conducted by using the AHP. The weighed servqual value is obtained by measure the difference between the patients perception and the patients hope time the weight of AHP formulations result for every service criterion. From the conducted research the fact obtained is showing that the mean value of patients hope is 3.8449. The value is higher than the mean value of patients perception that is 3.4006. This result means that all services attributes still considered by the patients as low. After conducting a subsequent analysis several criteria required most to be elevated and should be adjusted are the affordable of medicine prices several criteria related to the nurses and the medical assistants. From these results the management should put a priority in improving the services without ignoring the improvement procedures of other criteria as the sequences of the priority list. From the service improvement analysis obtained the management of a particular hospital will be able in constructing the service strategy plan containing the targets the policies and the action plans.



KeywordsServqual; persepsi; ekspektasi; gap; AHP ; Servqual; perception; expectacy; gap; AHP.
 
Subject:  manajemen kualitas total
Contributor
  1. Dr.Ir.Suparno, MSIE
    Ir.Sri Gunani Partiwi, MT.
Date Create: 03/01/2007
Type: Text
Format: pdf ; 177 pages
Language: Indonesian
Identifier: ITS-Master-3100002016062
Collection ID: 3100002016062
Call Number: 658.401 2 Yoe


Source
Theses Manajemen Operasional RT 658.401 2 Yoe p, 2002

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