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All Journal Nominal: Barometer Riset Akuntansi dan Manajemen Sosiohumaniora Buletin Palawija Telematika : Jurnal Informatika dan Teknologi Informasi Majalah Ilmiah MOMENTUM Dedikasi : Jurnal Ilmiah Sosial, Hukum, Budaya Jurnal Mirai Management Jurnal Pendidikan Jasmani Kesehatan dan Rekreasi (Penjaskesrek) ASRO JOURNAL - STTAL STTAL POSTGRADUATE - INTERNATIONAL CONFERENCE J-MAS (Jurnal Manajemen dan Sains) AGROMIX YUME : Journal of Management JURNAL PENELITIAN RELIGIA Literasi : Jurnal Bahasa dan Sastra Indonesia serta Pembelajarannya CCIT (Creative Communication and Innovative Technology) Journal Menara Ilmu Repertorium: Jurnal Ilmiah Hukum Kenotariatan Metahumaniora INTI Nusa Mandiri Socius (Jurnal Pendidikan dan Pembelajaran Ilmu Pengetahuan Sosial) (Edisi Elektronik) Buletin Palawija JURNAL ILMIAH AGRINECA Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal AL-AHKAM Jurnal Didaktika Pendidikan Dasar Public Administration Journal of Research Dedikasi: Jurnal Pengabdian kepada Masyarakat Matriks Teknik Sipil EKONOMIKA45 ASWAJA: Jurnal Pendidikan dan Keislaman Jurnal Pengabdian Mandiri SAINSTECH: Jurnal Penelitian dan Pengkajian Sains dan Teknologi JOUSIP: Journal of Sufism and Psychotherapy Sewagati: Jurnal Pengabdian Masyarakat Indonesia Seminar Nasional Insinyur Profesional (SNIP) E-JRM Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Jurnal Penelitian Jurnal Riset Rumpun Ilmu Sosial, Politik dan Humaniora (JURRISH) International Journal of Management Research and Economics Religia : Jurnal Ilmu-Ilmu Keislaman IJAE Jurnal Kedokteran Meditek Hukum Inovatif : Jurnal Ilmu Hukum Sosial dan Humaniora Politika Progresif : Jurnal Hukum, Politik dan Humaniora Jembatan Hukum: Kajian Ilmu Hukum, Sosial dan Administrasi Negara AL - KAFF: JURNAL SOSIAL HUMANIORA Referendum Konsensus: Jurnal Ilmu Pertahanan, Hukum dan Ilmu Komunikasi Masyarakat Mandiri: Jurnal Pengabdian Dan Pembangunan Lokal PROTON : Jurnal Ilmu-Ilmu Teknik Mesin
Heriyanto Heriyanto
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Journal : ASRO JOURNAL - STTAL

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ANALYSIS OF HEALTH SERVICE QUALITY ON PATIENT SATISFACTION IN IMPROVING XYZ HOSPITAL SERVICES Heriyanto Heriyanto; Iwan Vanany; Imade Jiwa Astika; Sutrisno Sutrisno
JOURNAL ASRO Vol 13 No 4 (2022): International Journal of ASRO
Publisher : Indonesian Naval Technology College - Sekolah Tinggi Teknologi Angkatan Laut - STTAL

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Abstract

XYZ Hospital is a type c military hospital located in Surabaya and has the function of support and optimal health services for military personnel, military families, and the general public. In its implementation, there are several problems related to health services including a decrease in the number of patient visits, a lack of human resources, and long patient service times. Therefore, it is necessary to analyze the quality of health services in improving XYZ hospital services. The method approach used covers Service Quality (Servqual) is used To look for performance gaps, Importance Performance Analysis (IPA) used to know the level of suitability perceptions and expectations of health services hospitals, and Quality Function Deployment (QFD) through the house of quality (HOQ) for determining priority a must repair done. Based on research results of 99 respondents show of 5 dimensions Servqual obtained a valuable performance gap positive namely 3 attributes E1-X7, E4-X10, A3-X27 and a value negative namely 27 attributes R2-X20, R4-X22, RE1-X12, RE3-X14, R5-X23, A5-X60, A1-25, T4-X4, A2-X26, T1-X1, RE5-X16, R3-X2, RE7-X18, T5-X5, RE2-X13, T3-X3, E5-X11, R1-X19, R6-X24, T2-X2, A4-X28, T6-X6, RE6-X17, A6-X30, RE4 -X15, E3-X9 and E2-X8. After analysis with the IPA, the method obtained Quadrant I 10 attributes that is T5-X5, RE1-X12, RE3-14, RE5-X16, RE7-X18, R4-X22, R5-X23, R2-X20, A1-X25, A5- X29 being priority repair service health, quadrant II 6 attributes that show keep it up performance T1-X1, T4-X4, RE4-X15, R1-X19, A2-X26 and A6-X30 quadrant III 8 attributes considered not enough important for patients and services received considered ordinary and quadrant IV 6 attributes. considered not enough important for patients however services provided too much. Analysis next uses the QFD method to create HOQ to determine the originating voice of the customer from IPA analysis in quadrant I and Quadrant II, as well as response technical repair to service such, so, got 3 responses technical as priority repair. First, 15% target responsiveness to the patient service process done with good Health training and training on an ongoing basis scheduled, both 13% target responsiveness to the use of system information management hospital, and the third target is 11 % reliability to Settings timetable practice doctor.
Co-Authors Ade Lestary Adi Yusuf Muttaqien Ahmad Hasanudin Ahmad Septianto Ajat Sudrajat Ali Mustaqim Andrian Noviardy Ani Rachmat Rachmat Asyadudin Malik Augury El Rayeb Basalamah, Muhammad Ridwan Budha Maryanti Dian Kurnianto Dina Mellita Dona Wahyuning Laily Dwi Yuniarti Efan Elpanso Ekaning Krisnawati Eko Subrata Elinur Elinur Elvy Elvy Eva Tuckyta Sari Sujatna Fachri Amsury Fahrurrozi Rahman Faizal Maulana Farhan Agil Fathol Bari Fathorrahman Fathorrahman fauzan Fauzan Firman Hidayat Firman Hidayat First San Hendra Rivai Fitri Anggraini Fitriasuri Fitriasuri Fransye Joni Pasau Gusmardi Indra Gusmardi Indra Hindriyani Hindriyani I made Jiwa Astika Iin Karlina Ika Kurniawati Imade Jiwa Astika Iwan Vanany Johannes Hudyono Joko Saputra Kasno Pamungkas Kun Wardhana Kurnia Dyah Anggorowati, Kurnia Dyah Kusriani Prasetyowati M Oktarianto M.Th Handayani Mahmudah Mahmudah Mamok Suprapto Ming Chen Mohamad Rif’at Mohammad Hamdani Muhammad Adib Adib Alfarisi Muhammad Rizki Fahdia Mukhamad Ikhsanul Yaqin N. Rachma Nabela Nabela Nandi Haerudin Nur Afifah Nur Apni Dwi Prastiwi Nur Heri Cahyana Nurfitriani Nurfitriani Nyoman Fitriyatun Naziroh Ojat Darojat Patrio Zona Putra Ratih Komala Reine Ajeng Pratiwi, Rena Agustina Revanto Alif Nawasta Rosaria Mita Amalia Salsha Nabila Rahmadani Sari Atul Hilaliyah Siti Asiyah Sofjan Aripin Sri Sugihartiningsih Sudiansyah Sudiansyah Suharno Suharno Suhila Mahamu Susi Machdalena Suswadi Sutrisno Sutrisno Suyatmin Suyatmin Syaeful Mikdar Syafrial Syafrial Syarifuddin Syarifuddin Tabah Priangkoso Teguh Wicaksono Thomas Febria Titin Ruliana Tri Rahayu Triyono, Aris Umi Kulsum Untung Rahardja Yuli Andriyati Yulius Efendi Zulmardi Zulmardi