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Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 5 / No. 2 / Published : 2007-05

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Original Article :

Quality function deployment (qfd)method as the basis of service quality improvement analysis of the surabaya darus syifa’ islamic hospital inpatient ward department

Author :

  1. Heri Sugeng Widodo*1
  2. Stefanus Supriyanto*2
  3. M. Bagus Qomaruddin*3
  1. Dinas Kesehatan Propinsi Maluku
  2. Fakultas Kesehatan masyrakat, Universitas Airlangga, Surabaya
  3. Fakultas Kesehatan Masyrakat, Universitas Airlangga, Surabaya

Abstract :

This research of observational cross-sectional study with a House of Quality (HOQ) uses a survey method conducted at the inpatient ward department of the Darus Syifa’ Islamic Hospital (DSIH) with a total sampling data collection. The research aims at analyzing the inpatient ward service using Quality Function Deployment as a strategy to improve the inpatient ward service quality catering to customer’s expectation. The result shows that 1) the highest customer’s need for services by doctors is responsiveness, the highest degree of importance is reliability and the lowest actual services is responsiveness. The biggest dimension problem service by doctors is responsiveness with 3rd category or difficult improvement. The Average Improvement Ratio (JR) all of dimension services by doctors is the 3rd Cohen category with difficult improvement. The biggest Cumulative Net/ Normalized Raw Weight (CNRW) services by doctor is responsiveness; 2) the highest customer’s need for services by nurses is tangible dimension, highest degree of importance is reliability and lowest actual services is tangible. The biggest improvement ratio is tangible dimension or 2nd Cohen category with moderately difficult improvement. Average all of dimensions services by nurses are 1st Cohen category with no change or light difficult improvement. The biggest CNRW dimension and needed management attention is reliability; 3)services by medical supporting units (pharmacy, laboratory and radiology ) are characterized by customer’s highest need (hospitality), highest degree of importance (awareness) and lowest actual services (awareness). Average improvement ratio all of dimensions are 1st Cohen category. The biggest CNRW is reliability; 4) customer’s need for non medical supporting services (nutrition, cleanliness and parking) is hospitality, highest degree of importance is awareness and lowest actual services is responsiveness. The average improvement ratio all of dimensions are 1st Cohen category. CNRW is reliability; and 5)the relationship between customer’s requirement and technical design requirement shows strong (46,5%), moderate (31%) and weak relationship (22,5%), thus it is expected that the the technical design is able to fulfill customer’s requirement for better services at DSIH inpatient ward department.

Keyword :

servqual, quality function deployment (QFD), voices of customers (VOC), house of quality (HOQ).

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Archive Article

Cover Media Content

Volume : 5 / No. : 2 / Pub. : 2007-05
  1. Public health center’s state and function in improving health service quality (experience of bangkalan regency)
  2. Diabetes member club of adi husada (dmc -ah) leverage analysis on theutilization of hospital service products (based on customer relationship marketing concept)
  3. Endeavors intended to boost people’s participation through posyandu stakeholders’ factor analysis in the working area of denpasar timur i public health center, denpasar city
  4. Effort to increase the organizational performance effectiveness based on organizational culture (study at the surabaya hajj hospital, surabaya a.yani islamic hospital and surabaya al irsyad hospital)
  5. Quality function deployment (qfd)method as the basis of service quality improvement analysis of the surabaya darus syifa’ islamic hospital inpatient ward department
  6. The path model of social capital influence on the economic value at hospital wards
  7. Efforts to increase the utilization of maternity room at dr. wahidin sudiro husodo general hospital in mojokerto city a study of cope (client oriented provider efficient) implementation on the maternity in -patient and out-patient wards