Evaluasi kualitas layanan di bagian rawat inap Rumah Sakit Kanker Dharmais Jakarta

MADJID, Mukhlis, Teguh Budiarto, Drs. MIM

2009 | Tesis | S2 Magister Manajemen

Latar belakang: Sekarang ini terjadi persaingan yang sangat ketat antara industri penyedia jasa kesehatan khususnya untuk industri rumah sakit. Dalam menghadapi situasi ini, RS. Dharmais harus menyadari untuk segera memfokuskan diri dalam meningkatkan kualitas layanan kepada pasien agar dapat menjadi pemain regional. Tujuan penelitian: Penelitian ini bertujuan untuk mengevaluasi kualitas layanan yang ada di RS. Dharmais, serta membandingkan kualitas layanan di ruang kelas VIP dengan ruangan kelas III yang ada di RS. Dharmais. Metodelogi Penelitian: SERVQUAL (SQ) model merupakan intsrumen yang dipakai untuk evaluasi kualitas layanan kepada pasien rawat inap. Kuesioner juga disebarkan kepada pasien untuk mengungkapkan ekspektasi mereka serta persepsi kinerja dari RS. Dharmais. Teknik statistik Chi Square ( χ2 ) juga digunakan untuk membandingkan kualitas layanan yang ada di kelas VIP dan kelas III RS. Dharmais. Hasil: Dari 52 orang responden yang diteliti didapatkan bahwa kualitas layanan secara keseluruhan dari RS. Dharmais adalah baik. Untuk pasien kelas III juga demikian, mereka puas dengan layanan yang diberikan. Namun untuk pasien di kelas VIP, pihak rumah sakit harus meningkatkan kualitas layanan mereka pada dimensi tangible dan dimensi reliability karena tidak memnuhi expektasi pasien. Tidak ada perbedaan yang nyata antara kualitas layanan antara pasien kelas VIP dan kelas III. Kesimpulan: RS. Dharmais sudah memberikan layanan yang baik kepada pasien rawat inap, tidak ada perbedaan kualitas antara layanan kelas III dan VIP secara statistik. RS. Harus meningkatkan kualitas layanan terutama pada dimensi tangible dan reliability pada pasien VIP.

Background: In today’s highly competitive health care environment. Dharmais Cancer Center in Jakarta increasingly realizes the need to focus on their service quality as means to improve competitive position to be a regional player. Purpose: This paper attempt to determinant the expectations of patients and perceived performance as quality of services was provided by Dharmais Hospital, trough evaluating their service quality to the patients as well as the differentiation of service quality had been provided for class III and VIP. Methodology: SERVQUAL (SQ) model was used to find the service quality from perceived performance by patients and their expectation when they were staying in hospital. Questioner was developed to reveal patient perceived performance and expectation. Statistical technique Chi Square ( χ2 ) also used to evaluate expectation of service quality deferentiation between class VIP and class III for their expectation trough performance quality provided by hospital. Finding: An analysis covering 52 patients revealed that Dharmais hospital was fulfilled their patients expectation in overall. Patients in the class III also feel such as that. The hospital need to improve their quality of services either tangible or reliability in class VIP due to unmet patient’s expectations. There was not significantly different form expectation of patients in term of service quality from class VIP and class III. Conclusion: Dharmais hospital had been provided good quality of service to their patients. There was not significantly different from patient class VIP and III in term of service provided. Dharmais need to improve their service quality for VIP particularly in tangible dimension and reliable dimension.

Kata Kunci : Servqual,Perceived performance,Expectation,Tangible,Reliability,Responsiveness,Assurance and Empathy