PERENCANAAN PENINGKATAN KUALITAS PELAYANAN UNTUK MENGUKUR KEPUASAN PASIEN DENGAN METODE SERVICE QUALITY (Studi Kasus : RSUD Dr.R.Koesma Tuban)

Riyanto, Ponco (2008) PERENCANAAN PENINGKATAN KUALITAS PELAYANAN UNTUK MENGUKUR KEPUASAN PASIEN DENGAN METODE SERVICE QUALITY (Studi Kasus : RSUD Dr.R.Koesma Tuban). Other thesis, University of Muhammadiyah Malang.

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Abstract

Dr.R.Koesma common hospital of Tuban represent one of patient choice hospital exist in subprovince of Tuban and its surroundings. As hospital which enough pledged by patient, hence needing presumably this hospital can give satisfaction to its patient by improving the quality of its service able to be one of them by using method of Service Quality ( Servqual). Servqual represent a way of to measure perception of patient to quality of service. Assessment of quality service with method of Servqual reckoned from difference (gap) between perception service and patient expectation. Data processing taken is calculation of expectation score and perception of patient, calculation of service gap score, and map service variables into Costumer Windows. Result of this research indicate that score of is quality of hospital service there are 10 valuable service variable of negative like amount of nurse at room, chamber lodge enough and professional, hygiene and elegibility of patient room, chamber condition, amount of officer at registration counter enough and professional, security which controlling the condition of orderliness and security, amount of doctor handling room, chamber patient lodge enough and professional, equipment of medical equipments and drugs, amenity of list enter hospital, draught which enough, speed of action of paramedis to patient, and amenity communicate with paramedis.Result of Costumer Windows indicate that service variables which must be made especial priority have to fulfill by hospital management that is to 10 valuable negativity variables.

Item Type: Thesis (Other)
Subjects: T Technology > T Technology (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Anggit Aldila
Date Deposited: 13 Jun 2012 04:54
Last Modified: 13 Jun 2012 04:54
URI: http://eprints.umm.ac.id/id/eprint/7605

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