Analisis persepsi pelanggan terhadap penerapan ISO 9001:2000 di Rumah Sakit Umum PKU Muhammadiyah Bantul

HIJRIAFITRI, Cahyani, Prof. Dr. Marchaban, DESS., Apt

2010 | Tesis | S2 Ilmu Farmasi

ISO 9001:2000 merupakan sebuah standar sistem manajemen kualitas yang berfokus pada proses dan pelanggan, maka sejak Februari 2008 standar ISO 9001:2000 telah diterapkan di RSU PKU Muhammadiyah Bantul. Beberapa kendala hingga saat ini masih banyak dirasakan, seperti ISO yang dirasa hanya sebagai trend di kalangan karyawan serta masih banyak keluhan dari pasien mengenai kualitas layanan di RSU PKU Muhammadiyah Bantul. Penelitian ini bertujuan untuk menganalisis seberapa besar peningkatan kepuasan kerja karyawan antara sebelum maupun sesudah ISO 9001:2000 serta melakukan pengukuran tingkat kepuasan pasien untuk mengetahui apakah pasien sudah puas dengan pelayanan yang diberikan di Instalasi Rawat Inap setelah penerapan ISO 9001:2000. Penelitian ini menggunakan metode analitik cross-sectional. Sampel penelitian adalah seluruh karyawan serta pasien rawat inap kelas III pada Instalasi Rawat Inap RSU PKU Muhammadiyah Bantul. Teknik pengambilan sampel untuk kuesioner kepuasan kerja karyawan menggunakan total sampling sejumlah 377 karyawan sedangkan kuesioner kepuasan pasien menggunakan metode purposive sampling dengan jumlah sampel 69 responden. Teknik pengumpulan data menggunakan kuesioner. Hasil penelitian menunjukkan bahwa terjadi peningkatan kepuasan kerja karyawan dilihat dari beda rerata antara sebelum ISO sebesar 52,48 dan sesudah ISO sebesar 72,68; dan terdapat gap antara kualitas pelayanan dengan kepuasan pasien dengan urutan gap terbesar yaitu dimensi responsiveness yang diikuti dimensi reliability, empathy, assurance, dan tangibles. Tingkat kualitas pelayanan di Instalasi Rawat Inap RSU PKU Muhammadiyah Bantul sedikit kurang memuaskan. Berdasarkan analisis kepentingan-kinerja diketahui dimensi responsiveness dan reliability berada pada kuadran A (berkonsentrasi di sini). Dimensi empathy berada pada kuadran B (pertahankan prestasi). Dimensi assurance berada pada kuadran C (prioritas rendah), serta dimensi tangibles berada pada kuadran D (berlebihan).

ISO 9001:2000 is a standard quality management system that focus on processes and customers, since Februari 2008 ISO 9001:2000 have been applied in RSU PKU Muhammadiyah Bantul. Until now, some of the many perceived obstacles, such as the ISO is considered only as a trend among of employees and also still a lot of complain from patient about quality of service in RSU PKU Muhammadiyah Bantul . The aims of this study are to analyze the increasing level of internal customer satisfaction before and after ISO 9001:2000 and also to measure the patient’s satisfaction level to find out whether the patients feel satisfied with the service given by inpatient installation after applying ISO 9001:2000. The study was done by using analytic cross-sectional method. The samples of this research are all employees and class III inpatient on RSU PKU Muhammadiyah Bantul inpatient installation. Data were collected using total sampling method as many as 377 internal customer for internal customer satisfaction questionnaire, while questionnaire of patient’s satisfaction level used purposive sampling method as many as 69 respondent. Questioners are used as data collection method. As the result, there was an increasing of internal customer satisfaction proved by the difference of average between before implementing ISO as much as 52,48 and about 72,68 after implementing ISO. There is also showed that found gap between service quality with patient satisfaction and the sequence of gap is responsiveness that is followed reliability, empathy, assurance, and tangibles dimension. Service quality performed at inpatient installation on RSU PKU Muhammadiyah Bantul was less satisfied. Based on importance performance analysis, it is known that responsiveness and reliability dimension are on A quadrant (focus quadrant). Emphaty dimension wass on B quadrant (stay on achievement). Assurance dimension was on C quadrant (low priority), and tangibles dimension is on D quadrant (excellence service).

Kata Kunci : ISO 9001:2000,Kepuasan kerja karyawan, Analisis kepentingan kinerja ,ServQual, internal customer satisfaction, importance - performance analysis