STRATEGI PENINGKATAN MUTU PELAYANAN RAWAT INAP DENGANMETODE SERVICE QUALITY DI RSD dr. SOEBANDI JEMBER

Abstract

Nowadays, hospital development into a corporate have become a global phenomenon. If the Indonesian hospitals don’t do the same, it’s a possibility the hospitals can’t keeping up with global competition. So the hospital need to do some effort to stay stand and grow by giving a good quality services. There are some approaches that can be used so the hospitals can give good quality services. One of them is the service quallity model. This model is based on the asumtion that the patient campare their hope and perseption to five dimension of service quality (reliability, responsiveness, assurance, empathy, and tangibles). To know the service quality in hospital, some indicators are needed. Those indicators are: BOR, ALOS, TOI, BTO, NDR, and GDR. In reality, there are some service indicators in dr. Soebandi Jember Hospital that is still below standard, those indicators are: BOR, NDR, and GDR. This case shows that the health services in dr. Soebandi Jember Hospital is still not optimal yet. The purpose of this study is to determine improvement strategy quality of service takes care of lodging based on service quality method in dr. Soebandi Jember Hospital. This study use the descriptive quantitative analyze method. The result of this study shows the position of the attributes of health service quality dimension is divided into 4 quadrans in cartesius diagram, these are quadran A, B, C, and D. Most of the attribute of health service quality dimension is placed on quadran B, so the hospital can determine strategy to increase service quality by maintain the achievement or performance without ignoring the other attributes on the other quadran.