ANALISIS PENYEBAB PENURUNAN KUNJUNGAN PASIEN BERDASARKAN MODEL SERVICE QUALITY GAPS
ABSTRACT: In healthcare
services, gap between
quality service by
provider and the
expectation of consumer
are frequently found. This
research was aimed
to analyze why
the number of
outpatient visit in
Usada Hospital Sidoarjo gradually
decreased. This research identified 7 kind of gap using service quality gaps
model. This was cross-sectional
study with descriptive
approach. Interview using
questionnaire had done
to 100 outpatient,
13 management official, and
18 Usada hospital’s
employees. The expected
service¸ perceived service,
external communication to consumer, service delivery, service quality
specification, management perceptions of consumer expectations, and
employee perceptions of
consumer expectation were
measured using service
quality Key Quality
Characteristics Assessment for Hospitals (KQCAH) scale. The research showed
that the only gap which has the positive value was gap 3. This means that the
service provided by the hospital was still not fulfilled the patient expectation.
By improve the
employee commitment, hold
marketing research, and
upgrade the task standardization for quality improvement
goal, hospital can increase the number of patient visit.
Penulis: Christine Natalia
Halim, Ratna Dwi Wulandari
Kode Jurnal: jpkedokterandd130180
