PENENTUAN PRIORITAS PERBAIKAN KUALITAS LAYANAN KESEHATAN DENGAN METODE SERVQUAL
ABSTRACT: The quality of
health services is required by the health implementing-organization as a
strategy to win the competition. In order to improve the quality of health
services, there should be a sustainable improvement in all aspects of quality.
This study aims to perform the identification of the quality of the existing
services and determine the priorities for resolving the problem and improving
the customer satisfaction. It applies Servqual method with five dimensions:
tangible, responsiveness, reliable, assurance and empathy; and 25 research
attributes. The questionnaires given to the respondents consist of three
things: a questionnaire for the identification of the respondents, of the level
of customer perception and of the level of customer expectation. The research
results that the highest gap between the consumer perception and the consumer
expectation found in the dimension of empathy and the attributes of the medical
workers’ patience and amiability during health examination with the value of
-1.05. These results indicate that the priority of health care quality
improvement is by increasing the medical workers’ ability in doing health
examinations with patience and amiability.
Penulis: Hana Catur Wahyuni,
Wiwik Sulistiyowati
Kode Jurnal: jptindustridd150012
