Optimalisasi Kepuasan Pasien terhadap Kualitas Pelayanan (Studi Kasus Klinik A’Dental Care)

Abstract

Data PDB usaha sektor jasa kesehatan dan kegiatan sosial pada tahun 2014 hingga 2022 menurut lapangan usaha mengalami laju pertumbuhan positif. Pertumbuhan tersebut diikuti dengan persaingan pasar bisnis klinik gigi. Salah satu klinik gigi tersebut adalah klinik gigi A'Dental Care di Kota Bandung. A'Dental Care mengalami fluktuasi jumlah pasien dan omzet transaksi. Selain itu, A’Dental Care memiliki sepuluh pesaing klinik gigi dalam radius lima km. Oleh karena itu, klinik A’Dental Care perlu menganalisis kepuasan pasien untuk melalui kualitas pelayanan dengan pengukuran dimensi service quality. Jumlah responden sebanyak 67 pasien. Analisis CSI memiliki nilai sebesar 82,52% dengan arti sangat puas. Berdasarkan analisis IPA terdapat delapan atribut kualitas pelayanan untuk ditingkatkan (lima di kuadran I, tiga di kuadran III). Matriks HoQ dari QFD diolah sehingga menghasilkan prioritas rekomendasi, yaitu edukasi dan pelatihan pelayanan klinik, perluasan lahan parkir, manajemen sistem kunjungan, penambahan tenaga dokter, dan migrasi sistem administrasi digital.

Business GDP data for the health services sector and social activities from 2014 to 2022 according to business sector experienced a positive growth rate. This growth was followed by competition in the dental clinic business market. One of these dental clinics is the A'Dental Care dental clinic in the city of Bandung. A'Dental Care experienced fluctuations in the number of patients and transaction turnover. In addition, A'Dental Care has ten competing dental clinics within a five km radius. Therefore, A'Dental Care Clinic needs to analyze patient satisfaction through service quality by measuring the dimensions of service quality. The number of respondents was 67 patients with patient characteristics of generation X and Z having differences based on demographic and measurement results service quality. CSI analysis has a value of 82.52% which means very satisfied. Based on the IPA analysis, there are eight service quality attributes to be improved (five in quadrant I, three in quadrant III). The HoQ matrix from QFD is processed to produce priority recommendations, namely education and training clinic services, parking area expansion, visit system management, addition of doctors, and migration of digital administration systems.