Proposed Improvement of Road Services Quality in Xyz Hospital With Integration of Service Quality (Servqual) Method and Kano Model

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International Journal of Research and Scientific Innovation (IJRSI) | Volume VIII, Issue I, January 2021 | ISSN 2321–2705

Proposed Improvement of Road Services Quality in Xyz Hospital With Integration of Service Quality (Servqual) Method and Kano Model

Mutmainah1, Umi Marfuah2, Andreas Tri Panudju3
1,2 Industrial Engineering Department, Muhammadiyah University of Jakarta, Jakarta, Indonesia
3 Industrial Engineering Department, Bina Bangsa University, Serang, Indonesia

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Abstract- Based on data on patient visits in 2019, it shows that each month the number of patient visits experienced ups and downs in the rate of patient visits, the peak of the decline occurred in June with a reduction of 2491 people (26% from the previous month). This shows the dissatisfaction of the service felt by the patient so that there is a problem that makes some patients not come back for treatment at XYZ Hospital.
The method used in this study is the Servqual method and the Kano Model which aim to improve the quality of outpatient services at XYZ Hospital. Based on the results of the collection of Voice of Customer (VOC) which has been translated into 5 Servqual dimensions, namely Tangible, Reliability, Responsiveness, Assurance, and Emphaty obtained 19 service attributes contained on outpatient services at XYZ Hospital.
Based on the results of the data processing of the Servqual questionnaire, it is found that the value of the gap (gap) with a positive value of 1 service attribute and 18 service attributes with a negative gap value. By using Importance Performance Analysis (IPA), it is found that 6 service attributes are the main priority for improvement. In data processing with the KANOe model of 18 attributes, it is classified that 6 service attributes are in the Attractive category, 1 service attribute is in the Indifferent category, 7 service attributes are in the Must-be category, and 4 service attributes are in the One-dimensional category. The results of processing with these two methods resulted in a quality improvement proposal with the first priority, namely friendliness and courtesy to patients and families with a gap value of -0.87 and the Must-be KANOe category. While the service attribute with the last priority is Ease in the administrative process with a gap value of -0.81 and the Attractive KANOe category.

Keyword: Improvement Performance Analysis (IPA), Service Quality, Kano Model, Hospital, Servqual.

I. INTRODUCTION

In the current era of globalization, a major influence is felt on the development of science and technology, so that every country must feel the increasingly diverse needs and desires of its people. This is also felt by a large country like Indonesia. Based on the results of the 2015 Inter-Census Population Survey (SUPAS), the population of Indonesia is more than 255 million and is expected to continue to increase. With the large increase in population, it certainly allows big market opportunities for every business actor, one of which is hospitals as a service industry in the health sector.