ANALISA TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN RUMAH SAKIT UMUM DAERAH dr. RASIDIN PADANG

Abstract

Abstract
Hospital is a public primary health care units. Currently there are shortcomings and
complaints from the public about the health services provided General Hospital dr. Rasidin Padang.
Under these conditions need to be analyzed and improved quality of health services. This study was
conducted to analyze the level of people's satisfaction with the quality of services provided by the
Regional General Hospital dr . Rasidin Padang and compare customer ratings based on level of
importance (Importance ) and the level of performance (Performance) quality of service, as well as
cover up weaknesses followed by the application of the method of Quality Function Devlopment
(QFD). The initial phase of the study is to do the collection and dissemination of an open
questionnaire to determine variables - variables that affect quality . After the questionnaire contained
20 variables that can affect the level of community satisfaction. Calculate the gap between expectation
and reality servqual and services using bar charts presented into satisfaction levels, interests and gaps
per dimension and determination of Quality Characteristics Key/Critical To Quality (CTQ) using
diagrams importance satisfaction, from the diagram shown in quadrant A are 5 variable gap, which
has a high level of importance and low satisfaction, on the stage of the Quality Function Devlopment
(QFD) made the establishment of Sub Matrix How 's the yield Technical Respone presented into the
House of Quality Matrix to answer the 5 variables that gap.
Keywords: Customer Satisfaction , Service Quality (Servqual), Quality Function Development (QFD)