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Journal : Medical Technology and Public Health Journal

Improving Inpatient Services with the Quality Function Deployment Method Sembiring , Jessyca; Girsang, Ermi; Manalu, Putranto
TEKNOLOGI MEDIS DAN JURNAL KESEHATAN UMUM Vol 9 No 2 (2025): Medical Technology and Public Health Journal September 2025
Publisher : Universitas Nahdlatul Ulama Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33086/mtphj.v9i2.5806

Abstract

Improvements in the quality of inpatient care are needed to reduce overcrowding, increase patient engagement, make care more efficient, and empower patients toward self-care. These improvements can result in better patient outcomes, increased patient satisfaction, and more efficient delivery of healthcare. This is a quantitative study involving 98 respondents who have used inpatient services at the Royal Prima Hospital between December 2022 and January 2023. Data collection was based on the Servqual method and Kano models. The analysis results show that the smallest gap score (-0.12) is attributed to the number of medical personnel in the reliability dimension, whereas the largest gap score (0.09) is attributed to the physical appearance of doctors and staff in the tangibles dimension. Of the 23 attributes analyzed, 3 belonged to category A (attractive), 15 belonged to category O (one-dimensional), and 5 belonged to category M (must-be). The main technical responses that need to be addressed to improve service quality are hospital development, increased cooperation, and organizing education and training.
Co-Authors Achmad Rifai Addin Amrulah Aditya Bastanta Guru Singa Aditya Jamin, Muhammad Aditya Kurnia , Muhammad Ali Napiah Nasution Aminuyati Anggita, Nindi Dwi Asri Noor Aulia, Yuli Binarwan Halim Boas, Richie Ray Barry Buenita Sinurat Buenita, Buenita Butar-Butar, Erika Fatrecia Marsaulina Chinintya, Dwi Putri Chrismis Novalinda Ginting Chrismis Novalinda Ginting Damanik, Marco Frans Hernandes Dameria Dameria DAMERIA DAMERIA Dameria Gultom Dameria Gultom Deasy Siregar, Santy Desi Lustiyani Putri Ndruru Efendy Pakpahan Ellista Anatasia Sinaga Ermi Girsang Ermi Girsang Ermi Girsang Ermi Girsang Ermi Girsang Eva Ellya Sibagariang Fadilla Ripta Fahliza Ismar, Elza Fahmi Syahpreza Tarigan Febrianty, Novita Dwi Frans Judea Samosir Ginting, Chrismis Novalinda Ginting, Tarianna Girsang, Ermi Girsang, Ermi Grace Rezeki, Naomi Gunarto Sinaga Hafizah, Nandani Zakia Hakim, Mia Amara Hamdi, Sintiya Harahap, Emira Nadiah Hartono Hartono Hartono Hartono Hasibuan, Nadilla Hutagalung, Priscilla Grace J irza Haicha Pratama Isabella Silalahi , Marlinang Janas, Dhyta Nurhasanah Jeremia Chandra Partogi Siallagan Judea Samosir, Frans Kalimah, Kalimah Lestari Ramadhani, Sri Linda Suryani Sihaloho Maler, Tangge Mangatas Silaen Margaretha Febrina Br Ginting Masryna Siagian Meyliana Ginting Milka Rositi Sianipar Mita Sahara Nadapdap, Marshall Jeremia Napiah Nasution, Ali Nasution, Ali Napiah Nurhafsyah Daulay Pakpahan, Efendy Pane, Putri Yunita Panjaitan, Hajijah I. L. Perry Boy Chandra Siahaan Putri Anggraini, Herisa Putri Marlinang Manalaksak Hutajulu Putri Yunita Pane Putri Yunita Pane Putri, Faradiba Fatillah Rambe, Fadilah Ummul Choiriyah Rapael Ginting Reh Malem Br Karo Ribka Rusiani Pardede Ripta, Fadilla Rizki Luthfita Sari Rizky, Muhammad Irvan Sabarina Tarigan , Rimma Samosir, Frans Judea Santy Deasy Siregar Sembiring , Jessyca Siagian, Masryna Sijabat, Vina Helsa Laora Silalahi, Marlinang I. Simangunsong, Pahala Maringan J. Simangunsong, Pahala Maringan Jubel Sinaga, Megasilvia Sinaga, Suharni Pintamas Sindy Andari Sinurat, Jhon Patar Sitanggang, Rido Aliberto Sri Lestari Ramadhani Nasution Sri Lestari Ramadhani Nasution Subrata, Mariany Puspita Suhartina Sweeta Silaban , Ray Tan Suyono Tan Suyono Tarigan, Nita Kastrina Thomson Parluhutan Nadapdap, Thomson Parluhutan Ulina Karo Karo Ulina Karokaro Vera Prianggi Hutabarat Victor Trismanjaya Hulu Villia Sitepu Vina Helsa Laora Sijabat Virgin Tursulawati Panggabean Wau, Herbert Wela Tresia Nababan Wicaksana, Praja Dwi Widya Yanti Sihotang Wulan Indah Damanik Yani Sri Ningsih Yolanda Eliza Putri Lubis Yoridha Aulia Sinuraya Zalukhu, Fitri Kristianis Zendrato, Victorwan Novri