| dc.contributor |
Fakultas Teknik |
|
| dc.creator |
Suryarifani, Sesioria |
|
| dc.creator |
AM, M. Dzikron |
|
| dc.creator |
Mulyati, Dewi Shofi |
|
| dc.date |
2019-01-25 |
|
| dc.date.accessioned |
2019-09-12T02:00:41Z |
|
| dc.date.available |
2019-09-12T02:00:41Z |
|
| dc.identifier |
http://karyailmiah.unisba.ac.id/index.php/industri/article/view/15119 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/22762 |
|
| dc.description |
Abstract. Sariningsih Hospital in Bandung is a military health installation who placed in Kodam III/Siliwangi area which has duty to provide health supports and services for Indonesian Military Force members, Civil Servant included their family, and also giving health services for civilian. Known that Sariningsih Hospital has low accreditation score which is 1 from 5 scale. As writer can concluded that Sariningsih Hospital couldn’t improve their services and facilities so that they couldn’t compete with another hospital in Bandung. Data collection executed by using opened and closed questionnaire with ServQual (Service Quality) Method then the result that obtained will processed using TRIZ Method. According to explanation about the condition in Sariningsih Hospital as written above, there are 11 service attributes that will be improved, those are treatment room cleanliness, toilet conformance and cleanliness, bed cleanliness, treatment room security, hospitality of hospital staff, treatment room condition, quick response ability of the nurse to solve patient’s complain, quick response ability of the nurse to response patient’s needs, quick response ability of the nurse to fulfill patient’s needs, hospitality of nurse when examining patient, and quick response ability when servicing patient. Improvement that given those are Standard Operational Procedure improvement in manajerial level and also participate in hospitality training. Keyword: Service Quality, ServQual Method, TRIZ Abstrak. Rumah Sakit Sariningsih Bandung merupakan instalasi kesehatan militer yang berada di wilayah Kodam III/Siliwangi yang mempunyai tugas memberikan dukungan dan pelayanan kesehatan kepada anggota militer TNI AD, PNS berserta keluarganya, serta memberikan pelayanan kesehatan kepada masyarakat umum. Dapat diketahui bahwa Rumah Sakit Sariningsih memiliki akreditasi yang terendah dengan nilai 1 dari skala 5. Dapat disimpulkan bahwa Rumah Sakit Sariningsih tidak dapat meningkatkan pelayanan dan fasilitas yang ada di rumah sakit, sehingga Rumah Sakit Sariningsih tidak dapat bersaing dengan rumah sakit yang ada di kota Bandung. Pengambilan data dilakukan dengan menggunakan kuesioner terbuka dan kuesioner tertutup metode ServQual (Service Quality) kemudian hasil yang diperoleh diselesaikan dengan menggunakan metode TRIZ. Berdasarkan uraian mengenai kondisi yang ada pada Rumah Sakit Sariningsih diatas, terdapat 11 atribut pelayanan yang akan ditingkatkan diantarnya Kebersihan kamar perawatan, Kebersihan dan kenyaman kamar mandi, Kebersihan tempat tidur, Keamanan kamar perawatan, Keramahan staff rumah sakit, Kondisi ruangan perawatan, Kemampuan perawat cepat tanggap menyelesaikan keluhan pasien, Kecepatan perawat dalam menanggapi kebutuhan pasien, Kemampuan perawat dalam melayani kebutuhan pasien, Keramahan dan kesopanan perawat saat memeriksa pasien, Perawat tanggap melayani pasien. perbaikan yang diberikan antara lain manajerial perbaikan SOP serta mengikuti pelatihan terhadap Pelayanan dan Keramahtamahan (Hospitality Training). Kata Kunci: Kualitas Layanan, Service Quality, TRIZ |
|
| dc.format |
application/pdf |
|
| dc.language |
eng |
|
| dc.publisher |
Universitas Islam Bandung |
|
| dc.relation |
http://karyailmiah.unisba.ac.id/index.php/industri/article/view/15119/pdf |
|
| dc.rights |
Copyright (c) 2019 Prosiding Teknik Industri |
|
| dc.source |
Prosiding Teknik Industri; Vol 5, No 1, Prosiding Teknik Industri (Februari, 2019); 41 - 47 |
|
| dc.source |
Prosiding Teknik Industri; Vol 5, No 1, Prosiding Teknik Industri (Februari, 2019); 41 - 47 |
|
| dc.source |
2460-6502 |
|
| dc.subject |
Teknik Industri |
|
| dc.subject |
Kualitas Layanan, Service Quality, TRIZ |
|
| dc.title |
Usulan Perbaikan Kualitas Jasa Dengan Menggunakan Model Service Quality (Servqual) Dan Metode Triz (Teoriya Resheniya Izobreatatelskikh Zadatch) (Studi Kasus: Rumah Sakit Sariningsih) |
|
| dc.type |
info:eu-repo/semantics/article |
|
| dc.type |
info:eu-repo/semantics/publishedVersion |
|
| dc.type |
Peer-reviewed Article |
|
| dc.type |
kuantitatif |
|