Analisis Kepuasan Pasien Terhadap Kualitas Pelayanan Umum di Klinik Cipinang Jakarta dengan Metode Servqual

Harminto Harminto, Wahju Inggar Fipiana, Vivi Lusia

Abstract


Service suitability is very influential on patient safety because in carrying out medical
actions must be adjusted to the Medical Service Standards in order to increase customer
satisfaction, for that the author conducted a study entitled Analysis of Patient Satisfaction on the
Quality of Public Service at Klinik Cipinang Jakarta, and the method used is the method servqual.
This method makes a comprehensive assessment of customer satisfaction for services in the health
sector. Assessment is carried out on 5 dimensions of service quality;reliability, responsiveness,
assurance, empathy, tangibles. Data were obtained from the distribution of questionnaires to 100
patients as respondents using simple random sampling technique. This study obtained a number
of 31 attributes of customer needs, which are divided into 8 attributes on the aspect of reliability,
5 attributes on the aspect of responsiveness, 5 attributes of assurance, 5 attributes on the
dimension of empathy, and 8 attributes on the dimension of tangibility. This study concludes that
there is a gap between expectations and the quality of services provided, with the main focus that
needs to be improved: doctors come on time, nurses are ready to serve patients at all times, and
nurses are educated and able to serve patients. Although the services provided are not fully as
expected, the quality of Klinik Cipinang Jakarta's services is good enough and needs to be
improved.

Keywords: Service Quality, Servqual


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