Analis Kualitas Pelayanan dengan Metode Quality Function Deployment (Studi Kasus Pada Rumah Sakit Daerah Kumpulan Pane Tebing Tinggi)

Abstract

Rumah Sakit Umum Daerah (RSUD) Kumpulan Pane, Tebing Tinggi merupakan rumah sakit milik Pemerintah Daerah Kota Tebing Tinggi yang tidak terlepas dari masalah kualitas layanan yang masih belum baik dari penilaian Laporan Kinerja Rumah Sakit yang menunjukan Nilai Avlos yang kurang ideal. Dari hasil Penelitian objek penelitian dilakukan di Rawat Inap, Penelitian yang dilakukan bertujuan untuk mengidentifikasi Customer Requirments dan Technical Requirments dengan pedekatan Quality Function Deployment, QFD adalah suatu proses untuk menentukan kebutuhan pelanggan dan menterjemahkan kedalam atribut yang dapat dilakukan sebagai tindakan perbaikan yang diperlukan dalam memberikan pelayanan dimulai dari studi lapangan, identifikasi masalah selanjutnya studi literatur melakukan pengumpulan data dari pengunjung rumah sakit, pengolahan data dengan penyusunan responden, penyusunan kuesioner, pengumpulan data, uji validitas, uji reliabilitas serta analisis QFD dan melakukan identifikasi atribut yang masih memerlukan perhatian dan sudah baik perhatian. Dari hasil penelitian tingkat kepentingan dimensi Reliability memiliki nilai terbesar 4,33 yang berarti harus diperhatikan dan dijaga kualitasnya, dari analisis tingkat kinerja dimensi Responsiveness dan Tangible mempunyai rata-rata kinerja paling kecil sebesar 2,71 dan 2,91. Berdasarkan analisis Customer Technical Requirment Score analisis tingkat perbaikan 7 atribut masih belum sesuai dengan yang diharapakan dan perlu perhatian untuk dilakukan perbaikan kedepan sedangkan Sales Point ada 3 atribut bernilai 1,2 artinya atribut akan memberi pengaruh kecil terhadap penjualan. Untuk analisis Relative Technical Difficulty ada 1 atribut yang sedikit mengalami kesulitan dalam penerapan yaitu “Pelatihan dan Training Seminar Kesehatan”. Dan hasil Technical Requirment Score diperoleh nilai persentase dari atribut yang menunjukan semakin besar nilai Technical Requirment Score, maka atribut dianggap penting terlebih dahulu diperbaiki dimana atribut “Pelatihan dan training pegawai” memiliki nilai sebesar 112,5 Berdasarkan metode Quality Function eployment dari hasil penilaian kinerja RSUD Kumpulan Pane secara keseluruhan di nilai baik walaupun masih terdapat kekurangan dan harus melakukan perbaikan dari segi pelayanan dan fasilitas prasarana agar tercipta pelayanan yang lebih optimal. The Regional General Hospital (RSUD) Collection Pane, Tebing Tinggi is a hospital owned by the Regional Government of the City of Tebing Tinggi which cannot be separated from the problem of service quality which is still not good from the assessment of the Hospital Performance Report which shows the less than ideal Avlos value. From the results of the research, the object of research is carried out in Inpatient, the research is aimed at identifying Customer Requirements and Technical Requirements with a Quality Function Deployment approach, QFD is a process to determine customer needs and translate into attributes that can be taken as corrective actions needed in providing services starting from field studies, identifying problems, then literature studies collecting data from hospital visitors, processing data by compiling respondents, compiling questionnaires, collecting data, testing validity, reliability testing and QFD analysis and conducting identification of attributes that still require attention and are already well-attended. From the results of the research, the importance level of the Reliability dimension has the largest value of 4.33 which means that quality must be considered and maintained, from the analysis of the level of performance the Responsiveness and Tangible dimensions have the smallest average performance of 2.71 and 2.91. Based on the analysis of the Customer Technical Requirement Score, the analysis of the improvement level of 7 attributes is still not as expected and needs attention to be improved in the future, while Sales Point has 3 attributes with a value of 1.2, meaning that the attributes will have a small effect on sales. For the analysis of Relative Technical Difficulty, there is 1 attribute that has a little difficulty in implementation, namely "Health Training and Seminars". And the results of the Technical Requirement Score obtained the percentage value of the attribute which shows the greater the value of the Technical Requirement Score, the attributes considered important are corrected first where the attribute "Training and training of employees" has a value of 112.5. The Pane collection as a whole is considered good although there are still shortcomings and must make improvements in terms of services and infrastructure facilities in order to create more optimal services.