PENINGKATAN KUALITAS PELAYANAN JASA KESEHATAN DI INSTALASI RAWAT INAP DENGAN METODE SERVQUAL – FUZZY (Studi Di Rumah Sakit Umum Daerah (RSUD) Jombang)

Enny , Ariyani (2009) PENINGKATAN KUALITAS PELAYANAN JASA KESEHATAN DI INSTALASI RAWAT INAP DENGAN METODE SERVQUAL – FUZZY (Studi Di Rumah Sakit Umum Daerah (RSUD) Jombang). Jurnal Penelitian Ilmu-Ilmu Teknik, 9 (1). pp. 58-69. ISSN 1411-9102

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    Abstract

    This study aims to analyze the fit between the perceptions and expectations of patients as consumers of existing services and determine strategies to improve the quality of care Inpatient Installation (IRNA) Regional General Hospital (Hospital) Jombang. Data processing is done using the SERVQUAL method integrated in the Fuzzy (TFNs = Triangular Fuzzy Number). Fuzzy Sevqual method can accommodate someone who is a subjective assessment / qualitative and often biased / not clearly become more clear and precise. Using the method acquired Fuzzy Sevqual five attributes that are a priority for improved quality of services because it has a value of SERVQUAL (Gap) weighted the most. Attributes that are Courtesy and friendliness of doctors and nurses with a gap of - 0.44, Service to all patients regardless of their fur social status with a gap of - 0.36, Schedule of hospital services is carried out appropriately with a gap of - 0.26 , Schedule of hospital services is carried out appropriately with a gap of - 0.15 and Hygiene bathroom with a gap of - 0.13. With this result the company expected to soon increase again the number of passengers.

    Item Type: Article
    Subjects: H Social Sciences > HD Industries. Land use. Labor > HD62.15 Total quality management
    Divisions: UPN Jatim Journal > Jurnal Penelitian Ilmu-Ilmu Teknik
    Depositing User: Users 2 not found.
    Date Deposited: 10 Mar 2012 10:01
    Last Modified: 10 Mar 2012 10:01
    URI: http://eprints.upnjatim.ac.id/id/eprint/2816

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