Disease Prevention and Public Health Journal (DPPHJ)
Vol 7, No 1 (2013): Jurnal Kes Mas FKM UAD Januari 2013

ANALISIS TINGKAT KUALITAS PELAYANAN JASA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) FUZZY DI INSTALASI RADIOLOGI RUMAH SAKIT UMUM DAERAH (RSUD) PANEMBAHAN SENOPATI BANTUL TAHUN 2012

Suharyanta, Dwi ( Prodi Kesehatan Masyarakat, STIKES Surya Global Yogyakarta )



Article Info

Publish Date
13 Apr 2013

Abstract

Background: To provide a quality service to the customer (patient) needs to be a measure of the quality of existing services, covering five dimensions, namely reliability, responsiveness, assurance, empathy, and tangibles  in order to create a patient satisfaction. To determine the level of quality, can be measured from the expectations and perceptions of customers (patients). Method: Using the Service Quality (Servqual) method integrated in the Fuzzy. Fuzzy Servqual method  is the instrument to measure the service quality between costumer’s (as patient) expectation and costumer’s (as patient) perception. Fuzzy set theory to accomode subjectivity and ambiguity on quality service judgement. Conclusion: Using the method acquired Fuzzy Sevqual five attributes / criteria that are a priority for improved quality of services because it has a value of Servqual (Gap) weighted the most. Attributes that are Facilities provided incomplete and inadequate with a value of -1.417 servqual, for the second order The equipment used not using the latest technology (advanced) of -1.313, which is third on The officer has not been attentive to treat patients  with a value of -1.250 servqual, for the fourth and final fifth Handling of complaints and Non-radiology is not convenient  of -1.146. Where three of the above criteria is of dimension Tangibles, so the main priority to be repaired and improved quality of care is of the dimension Tangibles with a total score of -1.161.The quality of service in the Installation of Radiology of the overall gap calculation results show a negative gap value is -0.961, meaning what is expected according to what the customer has not obtained the customer at the Hospital Radiology Installation Panembahan Senopati Bantul.   Keywords: Installing Panembahan Senopati Bantul District Hospital Radiology, Fuzzy, Servqual Gap, Fuzzy-Servqual, Quality service.  

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Journal Info

Abbrev

dpphj

Publisher

Subject

Medicine & Pharmacology Public Health

Description

Disease Prevention and Public Health Journal e-ISSN : 2720-9997 is an open access and peer-reviewed journal that published empirical quantitative research and/or qualitative research on the epidemiology, biostatistic, nutrition, family health, climate change, infectious and non-infectious diseases, ...