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Title: | Optimalisasi Kepuasan Pasien terhadap Kualitas Pelayanan (Studi Kasus Klinik A’Dental Care) |
Other Titles: | Optimization of Patient Satisfaction with Services Quality (Case Study of A'Dental Care Clinic) |
Authors: | Asnawi, Yudha Heryawan Muhibuddin, Fuad Amarullah, Muhammad Wildan |
Issue Date: | 25-Jul-2023 |
Publisher: | IPB University |
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. |
URI: | http://repository.ipb.ac.id/handle/123456789/122614 |
Appears in Collections: | UT - Business |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Cover,Lembar Pengesahan, Prakata, Daftar Isi .pdf Restricted Access | Cover | 1.51 MB | Adobe PDF | View/Open |
K14190112_Muhammad Wildan Amarullah.pdf Restricted Access | Fulltext | 2.09 MB | Adobe PDF | View/Open |
Lampiran.pdf Restricted Access | Lampiran | 1.55 MB | Adobe PDF | View/Open |
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