ANALISA KUALITAS PELAYANAN PASIEN DI IGD RUMAH SAKIT GIGI DAN MULUT “X” SURABAYA
DOI:
Abstract Views:
427 times
PDF Downloads:
558 times
Abstract
Although service industries are invisible compared to manufacture, the global economy becomes more service oriented. The main characteristic of service feature is their production and sales occur simultaneously. It is quite difficult to measure service performance. However, the service quality of hospital service is considered to be an important topic of service management. IGD Dental and Medical service “X” in Surabaya is one of the hospital which provides Dental and Oral health in particular. This paper aims to identify the importance and performance of “X” Dental and Oral hospital which two methods (SERVQUAL and IPA) are able to explain significant amount of service quality.At the same time, the service quality factors of IPA model had more comprehensive consideration in comparison to SERVQUAL. SERVQUAL has five dimensions named Tangible, Reliability, Responsiveness, Assurance, and Emphaty . The research involving 70 participants. and the result is several dimensions of Importance Performance Analysis were proposed to improve service quality.Performance Analysis is important to improve the quality of services, such as by providing more complete and sophisticated medical facilities and equipment.
Downloads
References
Budiwan, V. (2016). The Understanding of Indonesian Patients of Hospital Service Quality in Singapore. Procedia - Social and Behavioral Sciences, 224(August 2015), 176–183. https://doi.org/10.1016/j.sbspro.2016.05.436
Handriana, Tanti. 1998. Analisis Perbedaan Harapan kualitas pelayanan pada lembaga Pendidikan Tinggi di Surabaya.Tesis S2.
Johnston, R., & Clark, G. (2005). Service operations management : improving service delivery. In Service operations management : improving service delivery (Second Edi). Prentice Hall.
Kalaja, R., Myshketa, R., & Scalera, F. (2016). Service quality assessment in health care sector : the case of Durres public hospital. Procedia - Social and Behavioral Sciences, 235(October), 557–565. https://doi.org/10.1016/j.sbspro.2016.11.082
Martinez, C.L. 2003. Evaluation Report: Tools Cluster Networking Meeting.Arizona. CenterPointInstitute, Inc.
Parasuraman, A., Berry, L.L., and Zeithaml, A.V. 1988. SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40.
Sugiyono. 2001. Metode Penelitian. Bandung: Alfa Beta.
Tjiptono, Fandy. 1996. Manajemen Jasa. Yogyakarta: Andi.
Tjiptono, Fandy. 2014. Pemasaran Jasa. Yogyakarta: Andi.
Tzeng, G.-H., & Chang, H.-F. (2011). Journal of Technology Management & Innovation 1 National Visiting Professor, Institute of Management of Technology. J. Technol. Manag. Innov, 6(3).
Zeithmal, A.V., Parasuraman, A ; Berry, L.L. 1990, “Delivering Quality Service : Balancing Customer Perception and Expectations” (The Free Press).
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi-NonKomersial-BerbagiSerupa 4.0 Internasional.
-
Articles published in Jurnal Bisnis Terapan are licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International (CC BY-NC-SA 4.0) license, which permits anyone to copy, transform, or redistribute articles for any lawful purpose in any medium, provided appropriate credit is given to the original author(s) and Jurnal Bisnis Terapan is recognized as its original publisher. A link to this license should also be provided. Any derivative work of an article published in Jurnal Bisnis Terapan must also be shared under the same (or compatible) license.
-
Both copyright and publishing rights on articles are retained by the respective author(s), without restrictions. Only a non-exclusive license is granted to Jurnal Bisnis Terapan to publish the article and identify itself as its original publisher.
