ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JASA RSUD DR. RASIDIN PADANG

Authors

  • Zulhazizah .
  • Ferra Yanuar
  • Riri Lestari

DOI:

https://doi.org/10.25077/jmu.7.1.149-158.2018

Abstract

Abstrak. Kualitas pelayanan yang baik dan kepuasan pasien merupakan salah satu tolak
ukur dari perkembangan pelayanan suatu rumah sakit, penelitian ini bertujuan untuk
menganalisa tingkat kepuasan pasien terhadap kualitas pelayanan jasa dengan metode
Customer Satisfaction Index (CSI), Analisis Kesenjangan (Gap Analysis), Importance
Performance Analysis (IPA) dan Bagan Kendali T
2
Hotelling. Data yang digunakan
pada penelitian ini adalah data primer yang diperoleh dengan menyebarkan kuisioner
kepada 125 pasien di RSUD Rasidin Padang. Penyebaran kuisioner dilakukan pada bulan
Desember 2016. Kajian ini menghasilkan nilai CSI 85.78%, hal ini berarti secara
umum indeks kepuasan responden terhadap kualitas pelayanan berada dikriteria sangat
puas. Berdasarkan analisis kesenjangan, kebanyakan responden memberikan penilaian
terhadap kinerja pelayanan pada RSUD masih berada dibawah kepentingan dari semua
indikator pelayanan yang ditanyakan. Berdasarkan metode IPA terdapat 10 indikator
yang menjadi prioritas untuk diperbaiki. Berdasarkan Bagan Kendali T
Hotelling pada
data kinerja dan kepentingan menunjukan output bagan kendali belum terkendali karena
terdapat data yang out of control, sehingga dapat dikatakan persepsi responden terhadap
kualitas pelayanan RSUD Dr. Rasidin Padang tidak seragam.
Kata Kunci: Customer Satisfaction Index (CSI), Analisis Kesenjangan (Gap Analysis),
Kepuasan Responden, Importance Performance Analysis (IPA), Bagan Kendali T
Hotelling
2
2

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Published

14-02-2018

How to Cite

., Z., Yanuar, F., & Lestari, R. (2018). ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN JASA RSUD DR. RASIDIN PADANG. Jurnal Matematika UNAND, 7(1), 149–158. https://doi.org/10.25077/jmu.7.1.149-158.2018

Issue

Vol. 7 No. 1 (2018)

Section

Articles

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