IMPLEMENTATION OF QUALITY FUNCTION DEPLOYMENT ANALYSIS BY ADOPTING IN SERVICE QUALITY METHODS EFFORTS TO IMPROVE SERVICE QUALITY AT UPT. RUMAH SAKIT KHUSUS MATA IN NORTH SUMATRA PROVINCE
Main Article Content
Aris Handiyoko Sibuea
Endang Sulistya Rini
Linda Trimurni Maas
UPT. Rumah Sakit Khusus Mata Provinsi Sumatera Utara is one of the type B eye hospitals that serves as a referral hospital for eye disease treatment. Based on the community satisfaction index in 2022, there were 2 service elements below standard value according to regulation no.14 of 2017 issued by the Ministry of Administrative Reform and Bureaucratif Reform. These service elements are service time and executor competence. This research aims to identify the service quality of these 2 unsatisfactory elements using the service quality methode and quality function deployment on patients of the UPT. Rumah Sakit Khusus Mata Provinsi Sumatera Utara. The research begins by describing the 2 service elements into service quality dimensions, resulting in 17 attributes from 5 dimensions. The overall gap analysis reveal negative gaps, and the House of Quality concludes that special attention should be given to the technical response, which has an above-average score 111,5 in its development. This ensures that the service attributes receive good ratings in the future.
Assab, Samah Abu.(2012). Integration of Preference Analysis Methods into Quality Function Deployment. Springer Gabler.
Besterfield, D.H. (2011). Quality Control. Pearson Education India
Brillianio, Nindya N.A., & Indung Sudarso. Implementasi Servqual (Service Quality) dan QFD (Quality Function Deployment) Guna Meningkatkan Kualitas Jasa Pada Reparasi Kapal. Seminar Nasional Teknologi Industri Berkelanjutan II.
Hernon, Peter., Robert E Dugan., Ellen Altman., (2015) . Assesing Service Quality.Third Edition. American Library Association.
Imelda. (2019). Tinjauan Kepuasan Pasien Pada Pelayanan Pendaftaran Rawat Jalan di UPT Rumah Sakit Khusus Mata Medan Tahun 2019.Jurnal Ilmiah Perekam dan Informasi Kesehatan Imelda, Vol. 4. No.1.
Jang, J.H., & Kim, J.Y.(2012). Using Quality Function Deployment to Improve the quality of nursing care in a hospital. International Journal of Quality and Realibity Management, 29 (4).
Judistiani, L.& Rusdiana, A.(2015). Application of Kano Model in Measuring Patient Satisfactionof Hospital Services. Procedia Environmental Sciences, 23
Kotler Philip. (2022). Marketing Management. Sixteenth Edition. Pearson Education Limited
Kotler, P., Armstrong, G., Harris, L. C., & Piercy, N. (2016). Principal of Marketing.
th edition. Pearson Education Limited.
Lance B. Coleman, Sr. (2015).The Customer – Driven Organization.Employing The Kano Model. Taylor & Francis Group.
Lukmandono, & Aji Ibrahim. (2021). Integrasi Metode Servqual, KANO, dan QFD, untuk Meningkatkan Kualitas Layanan (Studi Kasus: Fakultas Teknik UG). Seminar Nasional Teknologi Industri Berkelanjutan I.
Preuss, Christop.(2014). Retail Marketing Sales Performance. A Definitive Guide to Optimizing Service Quality and Sales Effectiveness. Springer Gabler.
Pratiwi, Dwi Dini.(2021). Integrasi Servqual-KANO-QFD untuk Perbaikan Kualitas Layanan Jasa Asuransi Sosial di Surabaya. Journal Manajemen dan Teori Terapan. Vol. 14. No.1.
Ratnasari, N. (2017). The effect of Service Quality on Customer Satisfaction and Loyalty: Evidence from Health Care in Indonesia. Journal of Applied Management, 15(2).
Render, P., & Heizer, J. (2017). Operation Management. 12th edition. Pearson. Zeithaml, V. A., Bitner, M. J., & Gremler, D.D. (2009). Services Marketing:
Integrating Customer Focus Across the Firm. 5th edition. McGraw-Hill
Education.
