#TITLE_ALTERNATIVE#

• Main Author: MUHAMAD IQBAL (NIM 29105363), ARIE
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7278
• Institution: Institut Teknologi Bandung

Government policy in liberalization of hospital industry encouraged rapid growth and also creating tight competition. Bina Sehat Hospital (RSUBS), one of private hospitals in Bandung which has cost leadership as its strategy meet challenge, which is keeping its image as a lowfare hospital by giving the finest service at the same time giving chance to keep growing.<p> <br /> <br /> <br /> <br /> <br /> This research is meant to give improvement suggestion on the service quality that has been given by RSUBS to its customers. This improvement covers form external (customer) and internal (employee) point of view.<p> <br /> <br /> <br /> <br /> <br /> Approach in this research is by means of survey using questionnaires. Customer satisfaction survey had been carried out for the Ward patient based on SERVQUAL method (29 variables); and Survey for Quality Standard for nurse from Emergency Unit (54 variables) and Ward Unit (56 variables) based on the government standard in Kepmenkes No. 1333/Menkes/SK/XII/1999 regarding Hospital Quality Standard.<p> <br /> <br /> <br /> <br /> <br /> Result of the customer satisfaction survey shows that services provided by RSUBS are at the level of satisfactory except in Tangibles dimension. On other variables, such nurse skills and availability of doctors need to be improved. Survey on Emergency Unit shows that Staff and Leader; Policy and Procedure; and Staff Development and Educational Program need to be improved. Other variables need to be improved are availability and utilization in documentation for evaluation. Survey on Ward Unit shows that RSUBS performance in Staff and Leader; and Staff Development and Educational Program; and Evaluation and Quality Control need to be improved. Other variables need to be improved are staff involvement in formulating and taking decision on issues related to the nursery.<p> <br /> <br /> <br /> <br /> <br /> Recommendations suggested for RSUBS are, focus on SDM covers technical skill improvement; workforce addition; and enrichment of service excellence awareness. Focus on System covers effectiveness and efficiency of day-to-day activities; nurse performance improvement; and hygiene and comfort improvement. Focus on Customer covers increasing customer satisfaction. Focus on Physical Facility covers ward room enhancement; increasing accessibility to document; and knowledge enhancement. Focus on Business and Cooperation covers patient visit increment and promotion.