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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 : STTAL POSTGRADUATE - INTERNATIONAL CONFERENCE

 1 
ANALYSIS OF HEALTH SERVICE QUALITY IN IMPROVING XYZ HOSPITAL SERVICES Heriyanto Heriyanto; Iwan Vanany; I made Jiwa Astika
STTAL POSTGRADUATE - INTERNATIONAL CONFERENCE Vol 6 No 1 (2022): Indonesia Naval Technology College STTAL Postgraduate International Conference -
Publisher : Indonesian Naval Technology College 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 healthservices for military personnel, military families, and the general public. In its implementation, there are severalproblems related to health services including a decrease in the number of patient visits, lack of human resources,and long patient service times. Therefore, it is necessary to analyze the quality of health services in improvingXYZ hospital services. Service quality (Servqual) and Importance Performance Analysis (IPA) methods are usedto measure the level of quality of health services provided to patient satisfaction. Based on the results of researchfrom 99 respondents, it shows that from the 5 dimensions of Servqual, there are positive performance gaps,namely 3 attributes E1-X7, E4-X10, A3-X27, and negative values, 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-X21, 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. In IPA,Quadrant I has 10 attributes, namely T5-X5, RE1-X12, RE3-14, RE5-X16, RE7-X18, R4-X22, R5-X23, R2-X20,A1-X25, A5-X29 which are priority improvements health services, quadrant II 6 attributes that show maintainachievement, quadrant III 8 attributes are considered less important for patients and the services obtained areconsidered normal and quadrant IV 6 attributes. considered less important for patients but the services providedare too excessive.Keywords: Quality of Health Services, SERVQUAL, IPA, XYZ Hospital.
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