Proposed Improvement of Road Services Quality in Xyz Hospital With Integration of Service Quality (Servqual) Method and Kano Model

Mutmainah, Umi Marfuah and Andreas Tri Panudju
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Mutmainah: Industrial Engineering Department, Muhammadiyah University of Jakarta, Jakarta, Indonesia
Umi Marfuah: Industrial Engineering Department, Muhammadiyah University of Jakarta, Jakarta, Indonesia
Andreas Tri Panudju: Industrial Engineering Department, Bina Bangsa University, Serang, Indonesia

International Journal of Research and Scientific Innovation, 2021, vol. 8, issue 1, 277-291

Abstract: Based on data on patient visits in 2019, it shows that each month the number of patient visits experienced ups and downs in the rate of patient visits, the peak of the decline occurred in June with a reduction of 2491 people (26% from the previous month). This shows the dissatisfaction of the service felt by the patient so that there is a problem that makes some patients not come back for treatment at XYZ Hospital. The method used in this study is the Servqual method and the Kano Model which aim to improve the quality of outpatient services at XYZ Hospital. Based on the results of the collection of Voice of Customer (VOC) which has been translated into 5 Servqual dimensions, namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty obtained 19 service attributes contained on outpatient services at XYZ Hospital. Based on the results of the data processing of the Servqual questionnaire, it is found that the value of the gap (gap) with a positive value of 1 service attribute and 18 service attributes with a negative gap value. By using Importance Performance Analysis (IPA), it is found that 6 service attributes are the main priority for improvement. In data processing with the KANOe model of 18 attributes, it is classified that 6 service attributes are in the Attractive category, 1 service attribute is in the Indifferent category, 7 service attributes are in the Must-be category, and 4 service attributes are in the One-dimensional category. The results of processing with these two methods resulted in a quality improvement proposal with the first priority, namely friendliness and courtesy to patients and families with a gap value of -0.87 and the Must-be KANOe category. While the service attribute with the last priority is Ease in the administrative process with a gap value of -0.81 and the Attractive KANOe category.

Date: 2021
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