Wijaya, Hilqim Afif and , Ir. Ahmad Kholid Alghofari, S.T, M.T (2024) Analisis Peningkatan Kualitas Pelayanan Klinik Pratama Harapan Bunda Menggunakan Metode Service Quality (Servqual) Dan.penerapan Importance Performance Analysis.(Ipa)) (Studi.kasus : Klinik Pratama Harapan Bunda). Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
Harapan Bunda Clinic is a medical that provides delivery and provides health care for people in need. Based on interviews with owners, health workers and consumers, this clinic still has shortcomings in terms of service quality and facilities. The aim of this research is to measure the level of patient satisfaction with the services provided and analyze factors that need to be considered and improved by Pratama Harapan Bunda Clinic. Therefore, this research was conducted to help Pratama Harapan Bunda Clinic to improve the quality of services and supporting facilities provided using the Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) methods. The results of this research show that the service quality value is Q ≤ 1, which means it has not met customer expectations and there are 5 question attributes that fall into quadrant I, namely T3, REL5 and quadrant III, namely T6, T8, A5. The proposed solutions for improvements include adding chairs, adding a canteen, providing digital queue numbers, adding parking attendants and CCTV, adding places for criticism and suggestions for certain corners, adding virtual payments and regular maintenance of facilities such as cleaning sinks and fans.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Importance Performance Analysis, Clinic |
| Subjects: | T Technology > TI Industrial Engineering |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | HILQIM AFIF WIJAYA |
| Date Deposited: | 07 Feb 2024 08:48 |
| Last Modified: | 07 Feb 2024 08:48 |
| URI: | http://eprints.ums.ac.id/id/eprint/121664 |
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