Usulan Perbaikan Kualitas Pelayanan di Rumah Sakit Umum Daerah Lembang
Authors: Djayakusuma Maulana , Shofi Mulyati Dewi , Nana Supena Agus 
Published: March 2022

Abstract. The Lembang Regional General Hospital is located at Jalan Raya Lembang KM 11.4 No. 11, Gudangkahuripan, Lembang which is engaged in health services. Lembang Regional General Hospital provides health services. There is a problem at the Lembang Regional General Hospital, namely the rating of the Lembang Regional Hospital has a small rating among hospitals in the city of Bandung with a rating of 2.3. In addition to rating, the problems that occur at the Lembang Regional General Hospital, namely the service performance at the Lembang Regional General Hospital means that the old community's lack of trust in the Lembang Regional Hospital is still high. The purpose of this study was to analyze and identify service attributes on service quality at Lembang Hospital with the Kano method and the ServQual method so as to provide the best proposal to the parties concerned in an effort to reduce complaints from consumers. The purpose of this study was to analyze and identify service attributes on service quality at Lembang Hospital with the Kano method and the ServQual method so as to provide the best proposal to the parties concerned in an effort to reduce complaints from consumers.

The methodology used is the Kano Model Method and the ServQual (Service Quality) Method. The Kano Model method is used to determine the Kano Category which consists of: Attractive, One Dimensional, Must be, No difference (Indifferent), Returned (Reverse) and Questionable. The ServQual (Service Quality) method is used to determine the gap between the company's performance and customer expectations. Based on these two methods, actions can be generated on service attributes, namely services that are maintained, improved and improved.The results showed 1) From the results of the open questionnaire obtained 20 service attributes contained in the Lembang Regional Hospital based on the dimensions of service quality, namely Tangible, Empathy, Reliability, Responsiveness and Assurance.

Abstrak. Rumah Sakit Umum Daerah Lembang bertempat di Jalan Raya Lembang KM 11,4 No. 11, Gudangkahuripan, Lembang yang bergerak dalam jasa kesehatan. Rumah Sakit Umum Daerah Lembang menyediakan pelayanan  kesehatan. Terdapat permasalahan di Rumah Sakit Umum Daerah Lembang yaitu ratting dari Rumah Sakit Daerah Lembang memiliki ratting yang kecil diantara Rumah Sakit di Kota Bandung dengan ratting 2,2. Selain ratting, permasalahan yang terjadi pada Rumah Sakit Umum Daerah Lembang yaitu pada pada kinerja pelayanan di Rumah Sakit Umum Daerah Lembang berarti kekurangan kepercayaan masyarakat lama pada Rumah Sakit Daerah Lembang masih tinggi. Tujuan penelitian ini adalah untuk menganalisis dan mengidentifikasi atribut layanan terhadap kualitas pelayanan di RSUD Lembang dengan metode Kano dan metode ServQual sehingga dapat memberikan usulan terbaik terhadap pihak yang bersangkutan dalam upaya untuk mengurangi keluhan dari konsumen. Metode yang digunakan adalah Metode Model Kano dan Metode ServQual (Service Quality). Metode Model Kano digunakan untuk mengetahui Kategori Kano yang terdiri dari: Menarik (Attractive), Satu Dimensi (One Dimensional), Harus (Must be), Tidak ada perbedaan (Indifferent), Dikembalikan (Reverse) dan Dipertanyakan (Questionable). Adapun Metode ServQual (Service Quality) digunakan untuk mengetahui kesenjangan antara kinerja perusahaan dengan harapan pelanggan. Berdasarkan kedua metode tersebut dapat dihasilkan tindakan pada atribut pelayanan yaitu pelayanan yang dipertahankan, ditingkatkan dan diperbaiki. Hasil penelitian menunjukan 1) Dari hasil kuesioner terbuka didapatkan 20 atribut pelayanan yang terdapat pada Rumah Sakit Daerah Lembang berdasarkan dimensi kualitas jasa yaitu Tangible, Emphaty, Reliability, Responsiveness dan Assurance;