PROPOSED SERVICE QUALITY IMPROVEMENT FOR LOTUS ACUPUNCTURE AND HYDROTHERAPY CLINIC

• Main Author: Aisya Arigia, Adesty
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/46891
• Institution: Institut Teknologi Bandung

Lotus Acupuncture and Hydrotherapy clinic is a health services company in Semarang. Lotus Acupuncture and Hydrotherapy clinic was founded by drg. Arini Jannata, in 2014. At first this company offers the acupuncture service only, but sometimes the founder saw many patients are suffer from physical ailments, such as back pain, frozen shoulder, scoliosis, and stroke. Then in January 2017 this company tried to give a solution, by developed it self and offers hydrotherapy service. Hydrotherapy is a part of physiotherapy but it is done in the water. The patient will have less pressure because they don’t have to support their full body’s weight therefor they will not feel pain. The patients will be asked to wear a float in neck and waist to be able to float perfectly, and the therapist will move the patient’s body. For the tools of hydrotherapy will be imported from Australia and the therapist must be a graduate of physiotherapy and has attended hydrotherapy training. Based on interview result of the patient and asked are they satisfied with Lotus services. 6 of 10 patients answered satified of our services, but the other answered not satisfied enough. Some of the factors which caused their satisfaction were the lack of disciplined time management; the therapist was not friendly; there is no hot pool facility; there is no doctor who has rehabilitation medic specialization in charge. These unsatisfied patients can lead to a decrease in the number of patients come, which may also lead to a decrease in sales. However the interview conducted by company did not show the importance and performance indicator and ranks, so the company must analyze which elements should be improved. Therefore the objective of this research is to know the service quality performance and which attributes should be improved by the Lotus Hydrotherapy clinic, by identifying the attributes of perceived performance, expectation performance and the importance performance of patients for each attributes. Then the result is to propose a service quality recommendation program for Lotus Hydrotherapy Clinic. This research was conducted by using Service Gap Analysis number five and Importance Performance Analysis. Data collection in this research is obtained from information gathering that conducted by collecting data from questionnaire. The questionnaire was arranged in Indonesia language which consisted of 22 question (in five dimensions) whose aim to measure Lotus Hidrotherapy service performance, in patients expectation, perceived and importance during their visit. 63 questionnaire have been successfully collected. All of the data that has been collected were processed using microsoft excel and SPSS. The result of service gap analysis number five shows the highest gap appears in the “assurance” dimension, while the smalest gap appears in the “responsiveness” dimension. On the other hand the IPA diagram illustrated that seven attributes are listed in the concentrate here (high importance, low performance). It means that the recommendation program should be applied immediately as a great solution for Lotus Hydrotherapy Clinic, in order to make the patients can be served well and will be satisfied.