Analisis Peningkatan Kualitas Pelayanan Pasien Menggunakan Metode SERVQUAL dan Importance Performance Analysis (IPA)

Jurnal Kajian Manajemen dan Wirausaha Pub Date : 2020-04-23 DOI:10.24036/jkmw0284900

Devina Vanesa, F. Firman., Hendri Andi Mesta

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引用次数: 8

Abstract

Purpose - This study aims to determine the suitability of the level of perception and expectations ofthe patients with the services provided Padang Panjang Hospital and to determine whichservices should be prioritized to be improved. In addition, the aim was also to determinethe priority level competitive when compared with its peers. The calculation result of Servicequality analyze that all of attributes have gap score average -0.38. Results of priorityattributes with analysis Importance of Performance Analysis include: 6 attributes with the highest gap score: 1) Health workers respond to services immediately when needed(-1.21), 2) Completeness of supporting facilities in hospitalization (bed, chair, air conditioner, etc.)(1.06), 3) Hospitals have clear health service information (0.83), 4) Cleaning Service is always available(-0.63), 5) Waiting time for transaction services at the cashier fast and accurate(-0.59), and 6) Conformity of the results of services obtained with those that should be provided at the inpatient installation(0.47).This priority will be input to the hospital as a consideration to improve service quality. Keywords: Service Quality, SERVQUAL, IPA

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使用SERVQUAL方法和重要分析(IPA)对服务质量改进的分析

目的-本研究旨在确定患者对巴东盼盼医院提供的服务的感知和期望水平的适宜性，并确定应优先改善哪些服务。此外，目的还在于确定与同类产品相比具有竞争力的优先级。service equality的计算结果分析，所有属性的gap得分平均值为-0.38。绩效分析重要性的优先属性分析结果包括:差距得分最高的6个属性:1)卫生工作者在需要时立即响应服务(-1.21)，2)住院配套设施(床、椅子、空调等)的完备性(1.06)，3)医院卫生服务信息清晰(0.83)，4)清洁服务随时可用(-0.63)，5)收银台等待交易服务的时间快速准确(-0.59)，6)获得的服务结果与住院设施应提供的服务一致(0.47)。这一优先事项将作为提高服务质量的考虑因素输入医院。关键词:服务质量，SERVQUAL, IPA

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Jurnal Kajian Manajemen dan Wirausaha

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