Analisis Posisi Produk Pelayanan Kesehatan dengan Menggunakan Jendela Pelanggan Berdasar Harapan dan Penilaian Pasien

Recent year, the visited rate of Semandings Community Health Center in Tuban District shows declining of coverage. One cause is the lack of quality of services. The objective of this research was to describe the position of service product from the dimension of quality, using customer window. This was survey research with qualitative approach. Interview was done to 87 patients using questionnaire, and pulled from population by quota sampling. Research variable was patients assessments and expectation on health services quality, based on dimension of quality, i.e.: physical aspects, reliability, personal interaction, problem solving and policy. Using customer window based on patient assessment and expectation on the quality of health services, the results of position analysis of health services products are: 1) the dimension of physical aspects, reliability and problem solving are on A (attention) quadrant, 2) no dimension of quality on B (bravo) quadrant, 3) on C (cut or communicate), 4) on D (dont worry be happy), there are no dimension at all. The conclusion was most of health services in Semandings Community Health Services, Tuban District did not fulfill the patient expectation. Therefore, it needs effort to improve the quality of services.Key words: assessment, expectation, quality of health service, customer windo

Analysis Of Assessment And Expectation Dental Polyclinic's Patients With Spider Web Method Based On Dabholkar Quality Dimension

There are many factors that determine health care service quality. One of them is the internal factor. This research was done to arrange recomendation increasingdental polyclinic utilization based on Dabholkar quality dimention.This was an observational study with cross sectional design of the 70 respondents who are representing dental polyclinic's patient in a month. Data were collected by questionnaires distributed to respondents to identify the respondent's assessment and expectation about physical aspects dimension, reliability dimension, personal interaction dimension, problem solving dimension, and policy dimension of dental polyclinic service quality. The conformity between assessment and expectation of respondentson service quality was analyzed based on Dabholkar quality dimension by using spider web. The results showed that most dimensions have been suitable about reliability dimension, personal interaction dimension and problem solving dimension. While the conformity of physical aspects dimension and policy dimension are not quite good. The conclusions showed that physical aspects dimension and policy dimension are the top priority, while reliability dimension, personal interaction dimension and problem solving dimensionneed repairement are still need to be maintained

Analisis Kinerja Pelayanan Publik Pada KUA Kecamatan Dullah Selatan Kota Tual (Studi Di Bidang Pelayanan Pencatatan Nikah)

This study examined the marriage registry service quality provided by the Office of Religious Affairs of South Dullah Sub-district, Tual City based on 5 Servqual dimensions, Customer Satisfaction Index and Importance Performance Analysis. Based on the Service Quality Gap, the result showed that the marriage registry service of the Office of Religious Affairs of South Dullah Sub-district still has a significant gap between users' perception and expectation of the service although the general public's assessment of the marriage registry service indicated a satisfactory level. The factors that should be the priority for improvement as perceived by the public include accuracy and clarity of the service schedule, the affordability, the reasonability and clarity of the marriage registry cost details, the simple procedure and the workflow of marriage registry service, the capacity of the service officers, the speed and accuracy of response to users'problems, the trust to users, and officers' friendliness. These factors determined the success of the efforts of the Office of Religious Affairs of South Dullah to improve the quality of marriage registry service

Mutu Pelayanan Keperawatan Berdasar Dimensi Rater

The quality of service have to be started from the need of patient and ended on patient satisfaction. Nursing service can be evaluated by patient satisfaction with RATER dimension. Method: Research design was descriptive exploratorative. Research subject was 30 patients whose check in Poli Penyakit Dalam RSD Mardi Waluyo Blitar, and who was selected using quota sampling technique. Collecting data was structured interviews with help the check list. The interviewer only puts the sign of Ö (check) at appropriate patient answer. Instrument of data collecting was 20 questions items based on the quality of RATER dimension. Result: The nursing service quality in Poli Penyakit Dalam RSD Mardi Waluyo Blitar based on RATER dimension was in bravo position, which means what the customers got is suitable with the patient’s expectation. Discussion: To maintain and improve the quality of nursing care quality, assessment needs to be done periodically and enhanced for in-patient ward

Sustainable Urban Bus Service Assessment and Tourists’ Satisfaction

This paper evaluates sustainable urban bus service quality based on passenger perception and expectation in local tourism destinations in order to attain a comprehension of tourists’ attitudes towards local public transport. The study focuses on the combination of route 101 and 102 by Rapid Penang bus to investigate passenger satisfaction because the bus is the main public transport used by most tourist who use both routes. Data collection by questionnaire survey from 201 valid questionnaires was analysed using sustainable assessment model for both routes. The focus groups of this study are local and foreign tourist as the perceived service quality has a significant positive influence on tourist satisfaction. Moreover, previous experience moderates the relationship between perceived service quality and satisfaction. Results obtained indicate 28 indicators in measuring performance of service quality offered, and 6 vital attributes are identified including; reliability, understanding, accessibility, physical facilities, environment and safety. Gap value obtained are sorted according to worst factor ranking wherein reliability (-1.094), safety (-1.076), physical facility (-1.029), understanding (-1.023), accessibility (-0.792) and environment (-0.772) respectively. This factors have significant effect on overall tourist satisfaction assessment. The findings of this study aims to suggest some interesting implications for practitioners and researchers based on factors that considered important by tourists

The perception of UiTM Kedah Students on the service quality of counter services at Unit Kewangan UiTM Kedah / Effi Effendi Mawardee...[et al.]

Service quality can be defined as the degree to which a service meets a customer’s needs or expectation. Service receivers may have different values and different grounds of assessment towards the same service or organization. Quality is more than a relationship between a customer and a service provider. The objective of this research is to study the Perception of Diploma in Public Administration Students towards the quality of Counter Services at Unit Kewangan UiTM Kedah. Besides, it is also to study the perception of service receiver towards knowledge and courtesy of employees and their ability to inspire trust and confidence by looking at assurance dimension. In this particular context, the importance of quality dimension is studied based on the following factors which are assurance, empathy, reliability, responsiveness, and tangible. However, this study only focuses on assurance dimension. Assurance refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence. Thus, the researchers focus on Unit Kewangan of UiTM Merbok specifically to look into whether the services provided by the staff have achieved the service quality or not, as well as zero defect when providing the service to the service receivers

ANALYSIS OF SERVICE QUALITY BASED ON PATIENT’S ASSESSMENT AND EXPECTATION IN MOTHER AND CHILD HOSPITAL OF SURABAYA

Background: Service quality at Kendangsari Merr Mother and Child Hospital is expected to compete with other private hospitals, especially maternity hospitals. Nevertheless, several months after its opening, the hospital received a few complaints from its patients.Aims: This study analyzed patient satisfaction to increase the service quality at Kendangsari Merr Mother and Child Hospital using RATER parameters.Methods: This study was an observational study that used a cross-sectional design. It was conducted at Kendangsari Merr Mother and Child Hospital from 27 to 31 October 2014. The respondents were taken from a total population of all inpatients and outpatients during the survey. The instrument used was a questionnaire using service quality indicators, such as Reliability, Assurance, Tangible, Empathy and Responsiveness (RATER) parameters.Results: The respondents’ assessment of the service quality at Kendangsari Merr Mother and Child Hospital was good with an average score of 81%. In terms of assurance, tangible, and empathy factors, most of the patients assessed that they received better services than what they expected.Conclusion: Some other poor aspects of the service quality should be improved. They include the punctuality of doctor practice, doctors’ skills, public facilities, politeness and awareness of staff pharmacists in treating patients’ drugs as prescribed. Keywords: assessment, expectation, patient satisfaction, service quality

Analisis Penilaian Dan Harapan Pasien Poli Gigi Dan Mulut Dengan Metode Spider Web Berdasarkan Dimensi Mutu Dabholkar

ABSTRACT   There are many factors that determine health care service quality. One of them is the internal factor. This research was done to arrange recomendation increasingdental polyclinic utilization based on Dabholkar quality dimention.This was an observational study with cross sectional design of the 70 respondents who are representing dental polyclinic’s patient in a month. Data were collected by questionnaires distributed to respondents to identify the respondent’s assessment and expectation about physical aspects dimension, reliability dimension, personal interaction dimension, problem solving dimension, and policy dimension of dental polyclinic service quality. The conformity between assessment and expectation of respondentson service quality was analyzed based on Dabholkar quality dimension by using spider web. The results showed that most dimensions have been suitable about reliability dimension, personal interaction dimension and problem solving dimension. While the conformity of physical aspects dimension and policy dimension are not quite good. The conclusions showed that physical aspects dimension and policy dimension are the top priority, while reliability dimension, personal interaction dimension and problem solving dimensionneed repairement are still need to be maintained.   Keywords: Dabholkar quality dimension, physical aspects dimension, policy                     dimensio

Kualitas Pelayanan Penduduk Lanjut Usia Pada Komda Lansia Kabupaten Wonosobo

Government as a public servant should also seek to participate in improving service quality. Government efforts in providing services, especially to elderly population with the establishment of Komda Lansia. Increasing the elderly population will surely have an impact on the intensity of services provided by the Komda Lansia. The quality of Komda Lansia service in providing services to the elderly can be known based on the performance level of Komda Lansia in providing services. This research was conducted at Komda Lansia, District Wonosobo, Central Java. This study aims to determine the quality of elderly service in Komda Lansia in District Wonosobo, so it can be known what factors inhibit elderly service at Komda Lansia in District Wonosobo. The sample used is as many as 47 respondents, with the technique of sampling using technique Purposive Sampling. Data analysis using Important Performance Analysis (IPA). The service quality variables are performance level (X) and level of interest / expectation of elderly (Y), with service quality dimension are Reliability, Responsiveness, Assurance, Empathy, Tangible. The results of the study based on the Rating of Interest and Performance of Quality of Service, that the value for the average performance appraisal is 1.73 and the interest rating of 1.77. The value of interest is greater than the value of performance. This indicates a gap between services received by the elderly in the hope of the elderly. Based on Average Assessment Level of Interest and Level of Performance and Customer Gap Based on Service Quality Dimension, dimension Reliability occurs positive gap with average 0,006, dimension Response happened negative gap with average -0,073, dimension Assurance happened negative gap with average -0,150, Empathic dimension occurs negative gap with average -0,135, physical shape dimension happened positive gap with average 0,245. It can be said that the factors that inhibit the service is on the dimensions of Response, Assurance, and Empathy. It is this factor that needs to be improved to improve the Komda Lansia service of District Wonosobo