AGUSTINI, TRI (2015) ANALISIS PERBAIKAN KUALITAS PELAYANAN RUMAH SAKIT MENGGUNAKAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) (Studi Kasus di Rumah Sakit Condong Catur, Yogyakarta). Other thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
Rumah Sakit Condong Catur (RSCC) merupakan rumah sakit klasifikasi tipe D dan rumah sakit ini berada di kabupaten Sleman, Yogyakarta. Tujuan yang ingin dicapai dari penelitian ini adalah menentukan perbaikan kualitas layanan berdasarkan atribut layanan yang diprioritaskan. Perbaikan kualitas layanan sesuai kebutuhan dan keinginan pasien rawat inap. Sehingga diperlukan perbaikan kualitas layanan yang diharapkan dapat meningkatkan image rumah sakit dan meningkatkan finansial di rumah sakit tersebut. Perbaikan kualitas layanan yaitu dengan menggunakan pendekatan Quality Function Deployment (QFD). Penggunaan metode QFD pada penelitian ini diharapkan dapat membantu RSCC supaya pasien rawat inap yang berada di rumah sakit tersebut merasa puas atas pelayanan yang di berikan oleh RSCC. Hasil pengolahan data yang dilakukan bahwa terdapat 10 rekomendasi perbaikan kualitas layanan, tetapi hanya 3 rekomendasi yang bisa diterapkan dalam waktu cepat di RSCC yaitu memperbaiki sikap dan perilaku para dokter maupun karyawan, memperbaiki keindahan dan kebersihan rumah sakit serta memperbaiki keamanan rumah sakit. Kata kunci: rumah sakit, perbaikan kualitas layanan, quality function deployment (QFD) The Hospital of Condong Catur (RSCC) is a type D classification of hospitals and the hospital in the Regency of Sleman, Yogyakarta. Goals to be achieved from this research is determining improvements based on quality of service attributes a service priority. Improvement of the quality of services according to needs and wants of the patient's hospitalization. So that the required quality of service improvements are expected to enhance the image and increase the hospital financially at the hospital. Improvement of the quality of service that is using the approach to Quality Function Deployment (QFD). The use of QFD method in this research is expected to help the RSCC in order inpatients in the Hospital feel satisfied over the services given by the RSCC. Results of the data processing is done that there are 10 recommendations for improvement of quality of service, but only 3 recommendations that could be applied in quick time in the RSCC is fixing the attitude and behavior of physicians and employees, improve the beauty and cleanliness of hospitals and improve the security of hospitals. Keywords: hospital, improvement of service quality, quality function deployment (QFD)
| Item Type: | Thesis (Other) |
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| Subjects: | T Technology > TS Manufactures |
| Divisions: | Faculty of Engineering, Science and Mathematics > School of Engineering Sciences |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 24 Aug 2016 03:33 |
| Last Modified: | 24 Aug 2016 03:33 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/5628 |
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