UMM Institutional Repository


Agustina, Ika Ratna (2020) ANALISIS KELAYAKAN INVESTASI RUMAH SAKIT BERBASIS LAYANAN (Studi Pada Rumah Sakit Sumberglagah). Masters (S2) thesis, Universitas Muhammadiyah Malang.


Download (798kB) | Preview


This study aims to find out how the quality of service, customer satisfaction and consumer expectations in the inpatient services at Sumberglagah Hospital and which service quality indicators are the main priorities for improvement and analyze the investment feasibility model issued for service improvement measures. This research was conducted in two phases using mixed methods. Service quality performance seen from tangibles, empathy, reliability, responsiveness, assurance indicators have an average performance score of 3.95 - 4.08 with an average expectation score of 4.57-4.67, said consumers are satisfied in the physical appearance of hospitals such as waiting rooms and comfortable inpatient rooms, employee commitment to give attention and action to consumer complaints, the ability of the hospital to provide services as promised reliably and accurately, the speed of response to provide services but all of them have not met 100% consumer expectations. Hospital consumers expect hospital employees to have a high sense of empathy for consumer conditions, this is evidenced by the average empathy score of 4.67 is considered very important compared to the other four service quality indicators. From the results of data processing with Importance Performance Analysis (IPA) ) obtained three main aspects of the lack of quality service attributes, namely the completeness of medical equipment, the skills and knowledge of medical personnel, availability of medicines and medical devices. The second phase was selected by the radiology unit sample. From the test of the feasibility of the investment model on the basis of conditions obtained a negative NPV of Rp.3,041,875,176, profitability of 0.49 payback period of 28 years 9 months. In business, investment base conditions are not feasible. In an optimistic condition, the investment is feasible, if radiology measures are increased to a minimum of 29.9%, a positive NPV of Rp. 5,590,264, - index profitability of 1.01 and a payback period of 09 years 10 months. Earning after tax was obtained positively from 2020 to 2023. In the fifth year (2024) with an action of 9,489 actions, earning after tax was negative Rp. 14,956,500. The optimal capacity of X-Ray devices can serve an average of 30 patients per day and USG can serve an average of about 12 patients per day, so that a year 15,330 patients, of course the volume of radiological action in 2024 is still far below the optimal capacity of the radiology device.

Item Type: Thesis (Masters (S2))
Student ID: 201610280211026
Thesis Advisors: Bambang Widagdo, Idah Zuhroh
Keywords: Service Quality, Importance Performance Analysis, Net Present Value, Payback Period, Profitability Index, Sensitivity Analysis
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions: Postgraduate > Master of Management (61101)
Depositing User: Moh. Zawawi
Date Deposited: 13 Mar 2020 03:35
Last Modified: 13 Mar 2020 03:35

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at] - Website : - Online Catalog : - Repository :

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo