THE QUALITY ANALYSIS OF OUTPATIENT DEPARTMENT AT DR. MOHAMMAD SOEWANDHIE PUBLIC HOSPITAL IN SURABAYA USING SERVQUAL METHOD AND ITS IMPROVEMENT SUGGESTIONS USING FISHBONE CHART
Tuwanku Aria Auliandri, Rizka Mutia Wardani

Universitas Airlangga

Abstract

The objective of this research is to observe the gap level of service quality in The Outpatient Department (Instalasi Rawat Jalan) at Dr. Mohammad Soewandhi Public Hospital in Surabaya according to the customers expectation and perception. Evaluation and recommendation to improve the quality of the service will be formulated by using Fishbone Diagram. Data will be analyzed by using Servqual method. Respondent in this research are patients who was ongoing treatment in The Outpatient Department at Dr. Mohammad Soewandhi Public Hospital in Surabaya during the research. Observed variables are tangibel, reliability, responsiveness, assurance and emphaty. The research found that gap value between expectation and reality from variable tangibel -0,35, reliability -0.35, responsiveness -0.29, assurance -0.28 dan emphaty -0.23 which indicates that services provided by The Outpatient Department at Dr. Mohammad Soewandhi Public Hospital have not met the customers expectation yet. Therefore some improvements need to be implemented on prioritized variables which are tangible and reliability. Academic and managerial implications will be explained further in the final part of this paper.

Keywords: Quality service; RSUD dr. Mohammad Soewandhie; Servqual; Fishbone

Topic: Innovation, IT, Operations and Supply Chain Management