Analisa Kualitas Layanan Pendaftaran Pasien Secara Online Pada RS Mekar Sari Bekasi Menggunakan Metode Servqual
DOI:
https://doi.org/10.30865/resolusi.v2i6.378Abstract
Good service quality is the main priority expected by patients or customers for the services to be received, and these virtues are used to meet the expectations of patients or customers. The problems that occur at the Mekar Sari Hospital Bekasi in online are not optimal due to the application of the Hidoku application used. The purpose of this study was to measure the quality of service that affects the level of patient or customer satisfaction with the servqual method. Measurement of patient satisfaction was done by looking for samples with the solving and obtaining 100 respondents. Measuring the level of patient satisfaction on the 5 dimensions of service quality service, namely reliability, responsiveness, assurance, tangible, and empathy and the results obtained are gaps or gaps in patient perceptions and expectations of -0160. From these gaps, they are grouped based on the IPA (Importance Performance Analysis) with the results that most must be maintained, namely the empathy -0.133, service attributes of Mekar Sari Hospital Bekasi which must be maintained by employees in understanding patient needs, assurance -0.155 including service attributes regarding data in online, reliability -0.157 attributes where the Hidoku application can be relied on by patients, responsiveness -0.175 attributes of online patient registration services that are responsive in answering patient questions and complaints, to dimensions that must be improved, namely the tangible (direct evidence). -0.180 service attributes in improving the quality of both offline and online for patients.
Downloads
References
M. S. Informasi and U. D. Bangsa, “Analisis dan Perancangan Sistem Informasi Manajemen Rumah Sakit Berbasis Website Pada Rumah Sakit Umum Kambang Kota Jambi,” … Manaj. Sist. Inf., vol. 6, no. 1, pp. 188–197, 2021, [Online]. Available: http://ejournal.stikom-db.ac.id/index.php/manajemensisteminformasi/article/view/1062.
U. Mizani et al., “Analisis Kepuasan Pelayanan Puskesmas terhadap Pasien BPJS dan non BPJS Menggunakan Metode Servqual,” J. Manaj. Inform. dan Sist. Inf., vol. 4, no. 2, pp. 149–159, 2021, [Online]. Available: http://e-journal.stmiklombok.ac.id/index.php/misi/article/view/355.
L. Karian Berutu, M. Ayoe, and E. Nst, “Sistem Informasi Pelayanan Kesehatan di Puskesmas Belawan Menggunakan Metode Service Quality Berbasis Web Health Service Information System at Puskesmas Belawan Using Web-Based Service Quality Methods,” 158. InfoSys J., vol. 4, no. 2, pp. 158–168, 2020.
T. Fandy, Kepuasan Pelanggan Konsep, Pengukuran, & Strategi. Yogyakarta: CV. Andi Offset, 2019.
B. Irawan, “PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY ( SERVQUAL ),” vol. 3, no. 1, 2020.
R. W. Endah Yani, “Buku Ajar Praktek Kerja Lapang Manajemen Pelayanan Kesehatan (PKL MPK) - Google Books,” 2021. https://www.google.co.id/books/edition/Buku_Ajar_Praktek_Kerja_Lapang_Manajemen/A2s8EAAAQBAJ?hl=id&gbpv=1&dq=R.+W.+Endah+Yani,+Buku+Ajar+Praktek+Kerja+Lapang+Manajemen+Pelayanan+Kesehatan+(PKL+MPK).+Jember:+UPTPenerbitan+%26+Percetakan+Universitas+Jember, (accessed Jun. 04, 2022).
A. Hidayati, W. Sifatu, A. Maddinsyah, D. Sunarsi, and Jasmani, Loyalitas dan Kepuasan Konsumen. Cipta Media Nusantara (CMN), 2021.
R. Apriani and G. W. Nurcahyo, “Tingkat Kepuasan Pasien RSIA Siti Hawa dalam Upaya Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL),” J. Sistim Inf. dan Teknol., vol. 3, pp. 150–155, 2021, doi: 10.37034/jsisfotek.v3i3.59.
O. Lestari, R. Amanda Fitriana, and Utami Dwi, “IMPLEMENTASI PELAYANAN KONSELING APOTEKER MODEL SERVQUAL TERHADAP PASIEN KLINIK MUIZZAH DI KECAMATAN RENGAT BARAT, RIAU,” vol. 3, 2021.
S. Riyato and A. A. Hatmawan, Metode Riset Penelitian KUantitatif Penelitian di Bidang Manajemen, Teknik, Pendidikan dan Eksperimen, 1st ed. Yogyakarta: Deepublish (CV.Budi Utama), 2020.
Firdaus, “METODOLOGI PENELITIAN KUANTITATIF; DILENGKAPI ANALISIS REGRESI IBM SPSS STA... - Google Books,” 2021. https://www.google.co.id/books/edition/METODOLOGI_PENELITIAN_KUANTITATIF_DILENG/lJ8hEAAAQBAJ?hl=id&gbpv=1&dq=slovin&pg=PA19&printsec=frontcover (accessed Jun. 04, 2022).
Sugiyono, Metode Penelitian Kuantitatif Kualitatif dan R&D, Cetakan ke. Bandung: Alfabeta, 2021.
C. Tjiptono, Service,Quality & Customer Satisfaction Edisi 5. Dan saya, 2020.
H. Wahju, I. Fipiana, and V. Lusia, “Analisis Kepuasan Pasien Terhadap Kualitas Pelayanan Umum di Klinik Cipinang Jakarta dengan Metode Servqual,” vol. 9, no. 2, pp. 102–111, 2021.
Algifari, Mengukur Kualitas Layanan dengan Indeks Kepuasan, Metode Imprtance Performance Analysis (IPA) dan model kano, Revisi. Yogyakarta: BPFE-Yogyakarta, 2016.
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Analisa Kualitas Layanan Pendaftaran Pasien Secara Online Pada RS Mekar Sari Bekasi Menggunakan Metode Servqual
ARTICLE HISTORY
Issue
Section
Copyright (c) 2022 Amalia Vernanda, Eva Zuraidah
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
