Usulan Perbaikan Kualitas Pelayanan Pada Instalasi Rawat Jalan Dengan Metode Servqual Dan Triz (Studi Kasus Di RS Muhammadiyah Roemani)

Abstract

The growth up of society consciousness and education level, now the Society demand high quality of service, including health service provided by hospital. Quality service are defined as customer satisfaction.The policlinic as part of RSM Roemani which gives much more services than another part. In this time, IRJ RSM Roemani get many criticism from costumer to the less gratifying service quality of consumer, so RSM Romani have to evaluate the quality of its service so that it can immediately repair of quality of service to reach the customer satisfaction. The method that used to analyse the quality of service is SERVQUAL, whereas to produce ideal solution for the problem used TRIZ method.The result of this research shows, contain seven variable has been a problems, which that any gap between customer perseption and expectation consumer. It\u27s means that a service on the policlinic RSM Roemani is not satisfying yet. Based on analysis result with TRIZ method, give an idea for the repair of service quality such us, repairing system design service, installing the pasteboard or poster information on stragetic place on policlinic comprising a procedure and information services, trusting a health services with professional medic (doctor ang nurse) to create brand image on society, the policlinic provide the system of registration and inventory electronic and increase volume of seat on waiting room, and the policlinic repair the storey system of medical report