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All Journal JMTS: Jurnal Mitra Teknik Sipil Jurnal Manajemen Innovative: Journal Of Social Science Research
Patrick Patrick
Faculty of Civil Engineering and Planning, Petra Christian University
Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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Journal : Jurnal Manajemen

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Strategi Rumah Sakit dalam Mengembangkan Kompetensi Layanan Sahabat Pelanggan untuk Mendukung Terwujudnya Pelayanan Prima di RSUD Kota Bogor Patrick, Patrick; Prayogi, Ratnawati; Rismadi, Bambang; Rudianto, Rudianto
Jurnal Manajemen Vol 14 No 2 (2025): Mei - Oktober 2025
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jm.v14i2.1497

Abstract

This research analyzes strategies for enhancing the competence of Customer Service personnel to improve the quality of healthcare services. Employing a qualitative approach, the research utilizes in-depth interviews, observations, and document analysis for data collection. The findings reveal that essential competencies for personnel include effective communication skills, empathy, and basic medical knowledge. Despite the implementation of the Customer Service concept, challenges such as insufficient ongoing training programs and poor coordination among units persist, hindering service quality. To address these issues, the study proposes strategies involving continuous training, the enhancement of information systems, and performance evaluations based on SERVQUAL indicators. Implementing these strategies is expected to significantly improve service quality at RSUD Kota Bogor, thereby enhancing the hospital's reputation as a provider of high-quality, family-friendly healthcare services. This research aims to assist hospital management in developing more effective policies for building the competencies of Customer Service personnel, ultimately contributing to improved patient satisfaction and loyalty.
Co-Authors Anita Sukmawati Daniel Christianto Haerani, Dian Liucius, Yenny Untari M. A., Rhinomuraena Nugraha, Adie Nurhasan, Dede Prayogi, Ratnawati Putra, Handre Razali, Roni Rifa Iztihara Rismadi, Bambang Rudianto Rudianto Salam, Bernadi Gamal Seran, Ardi Tangkudung, Audrey G  Pakpahan, Marisi