Open AccessANALISIS TINGKAT PELAYANAN JASA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL)-FUZZY DI INSTALASI RAWAT INAP KELAS III SUATU RUMAH SAKIT
Author(s) -
Dicky Suryapranatha
Publication year - 2016
Publication title -
buana ilmu
Language(s) - English
Resource type - Journals
eISSN - 2580-5517
pISSN - 2541-6995
DOI - 10.36805/bi.v1i1.98
Subject(s) - servqual , service quality , reliability (semiconductor) , psychology , business administration , service (business) , business , physics , marketing , power (physics) , quantum mechanics
Abstrak
Pengukuran suatu jasa kepada konsumennya. Penelitian ini dilakukan di Instalasi Rawat Inap Kelas III pada sebuah Rumah Sakit mengunakan beberapa responden dari pasien. Menggunakan metode servqual dengan pendekatan Fuzzy terhadap lima dimensi kualitas jasa yaitu Tangibles, Reliability, Responsiveness, Assurance, dan Emphaty.
Hasil penelitian menunjukkan terdapat gap antara persepsi pasien dengan harapan pasien yaitu sebesar -0,511.perbedaan ini menjadi prioritas untuk dilakukannya perbaikan adalah dimensi kualitas Reliability karena memiliki nilai gap terbesar yaitu -0,657.
Kata kunci : Kualitas Pelayanan, Metode Servqual, Metode Fuzzy, Rawat Inap
Reliability
Abstract
The level of service quality is a parameter of the success or failure of a service provided to customers. This research was conducted in Inpatient Class III at a General Hospital . Respondents involved amounted to 40 respondents. This study using methods servqual with Fuzzy method approach to the five dimensions of service quality is Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results showed a gap between the perceptions of patients with the expectation of patients that is equal to -0.511 . And that should be a priority to undertake an improvement is the quality dimensions of Reliability because it has the biggest gap is -0.657 .
Keywords : Service Quality, Servqual Method, Fuzzy Method, Inpatient, Reliability