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All Journal Journal of Industrial Engineering and Operation Management (JIEOM) Indonesian Journal of Industrial Engineering & Management
Safar Tosungku, La Ode Ahmad
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Control & Systems Engineering Decision Sciences, Operations Research & Management Engineering Industrial & Manufacturing Engineering

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ANALISIS KUALITAS PELAYANAN JASA DENGAN METODE HEALTHQUAL DAN IPA (IMPORTANCE PERFORMANCE ANALYSIS) (STUDI KASUS: KLINIK KUSUMA KOTA SAMARINDA) Dana, I Made Asmara; Safar Tosungku, La Ode Ahmad; Gunawan, Suwardi
Journal of Industrial Engineering and Operation Management (JIEOM) Vol 8, No 1 (2025)
Publisher : Universitas Islam Kalimantan Muhammad Arsyad Al Banjari Banjarmasin

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31602/jieom.v8i1.17876

Abstract

Penelitian ini mengukur kualitas layanan Klinik Kusuma Samarinda menggunakan metode HEALTHQUAL dan menganalisis prioritas perbaikan dengan Diagram IPA. Hasilnya menunjukkan tingkat kepentingan rata-rata 4,593 (sangat penting), dengan dimensi empathy tertinggi (4,641), diikuti safety, tangible, improvement, dan efficiency. Tingkat kinerja rata-rata adalah 4,204 (baik), dengan safety dan improvement masuk kategori sangat baik. Prioritas perbaikan meliputi sikap sopan karyawan, kelengkapan penjelasan, jaminan peralatan medis, kenyamanan fasilitas, dan penggunaan obat sesuai resep. Usulan perbaikan mencakup pemeliharaan peralatan medis, pelatihan karyawan, pembagian shift kerja, penambahan fasilitas, evaluasi komunikasi, dan peningkatan informasi obat. Usulan ini diharapkan membantu meningkatkan kualitas layanan sesuai kebutuhan pasien.Kata Kunci:  Klinik, Kualitas Pelayanan, Layanan Kesehatan, Healthqual, IPA 
Analysis of Service Quality Level of Financing in Bank BTN Syariah Using the Fuzzy SERVQUAL Method (Case Study: Financing Unit of Bank BTN Syariah Balikpapan Branch) Pambudi, Rifky; Safar Tosungku, La Ode Ahmad; Amelia Pawitra, Theresia
IJIEM - Indonesian Journal of Industrial Engineering and Management Vol 5, No 1: February 2024
Publisher : Program Pascasarjana Magister Teknik Industri Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/ijiem.v5i1.21841

Abstract

Bank Tabungan Negara (BTN) Balikpapan is a financial institution that collects funds from the public and channels them in the form of credit. The objective of this research is to measure the service quality at Bank BTN Syariah Balikpapan using the SERVQUAL, conduct an analysis using the Fuzzy method to obtain single values that represent each attribute of perceptions and expectations, and formulate improvement proposals to enhance the quality of financing services. The highest gap was found in attribute Q1 "Adequate equipment and technology" with a Gap value of 20.66 (137.38%), while the lowest gap in service quality was found in attribute Q21 "Employees who provide personal attention to customers" with a gap value of -48.51 (38.60%). This indicates that attribute Q21 is an important aspect that needs improvement due to the negative gap between customer expectations and perceptions. Furthermore, the overall measurement of service quality in the financing unit yielded an average gap value of -0.77 (Good Enough). Based on the fuzzy Servqual method, several attributes with the lowest negative gaps in the service quality of Bank BTN Syariah were identified. Proposed improvements include conducting Experiential Training to enhance personal relationship approach with customers, adding training with banking knowledge content to improve the financing process, and providing additional rewards to employees who achieve the desired improvements in service.
Co-Authors Amelia Pawitra, Theresia Dana, I Made Asmara Gunawan, Suwardi Pambudi, Rifky