ANALISIS KEPUASAN PASIEN RAWAT INAP DENGAN METODE SERVQUAL DI KLINIK dr. M. SUHERMAN TAHUN 2017

Rachman, Alfadin Hadi (2017) ANALISIS KEPUASAN PASIEN RAWAT INAP DENGAN METODE SERVQUAL DI KLINIK dr. M. SUHERMAN TAHUN 2017. Undergraduate thesis, Politeknik Negeri Jember.

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Abstract

Clinic is a health service facility that carries out individual health services and provide basic or specialist medical services. Quality of service has a close relationship with customer satisfaction. Quality encourages customers to forge strong relationship ties with manufacturers. Increasing the number of visits to Clinic dr. M Suherman occurs throughout the year 2016 until April 2017 with an average of 2% per quarter. The decrease in the number of visits occurred in May to July 2017 by 1, 72% from in May 5.56% to 3.84% in July. The decrease in the number of visits, allowing an indication of decreased patient satisfation. The type of research used in this research is descriptive with quantitative approach. The analysis technique used is the ServQual method where the assessment of the 5 elements of health service quality. The result of this research is known that service dimension at clinic dr. M. Suherman from the lowest level of satisfaction to the highest level of satisfaction is the physical proof of service dimension with gap score of -0.7, then the dimension of reliability and responsiveness with gap value -0.6, and then the empathy -0.4 dimension , and which has the highest satisfaction level is the guarantee dimension with a gap value of -0.3. Its necessary to repair quality of service to increase customer satisfation.

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