UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 10 / No. 1 / Published : 2012-01

Order : 2, and page :6 - 11

Related with : Scholar   Yahoo!   Bing

Original Article :

Improving the inpatient service quality of public health center ngadiluwih in kediri regency using quality function deployment method

Author :

  1. Bety Sunarisasi*1
  1. Dinas Kesehatan Kabupaten Kediri, Jl. Pamenang No. 1C Kediri

Abstract :

ABSTRACT   Patient satisfaction was  a condition where  patient’s  wishes, expectations and  needs are fulfilled. The  purpose of this study  was to formulate  recommendations on Inpatient service quality using  Quality Function Deployment (QFD) method to improve public health center  Ngadiluwih inpatient service utilization. This study was designed based on QFD design, while the type of study  was observational. Sample of stage I for formulating market  research instruments were 30 respondents comprised of former inpatients of Public health center  Ngadiluwih.  Sample of stage II was taken with a simple random  sampling from the population of 110 resulting in 86 respondents. Study  results  showed the priorities of technical care dimension were: fee for service could be listed in detail, the doctor explained the disease, and medicines were complete in the pharmacy; the priorities of functional care dimension were: waiting time was < 15 minutes, Public health  center  staff gave  information  on  medical measures and  Public  health  center  staff asked patient’s  need; the priorities of amenity  dimension were: the cleanliness of utensils in the room, the availability of a clear service flow, and the cleaning of bathroom every day. Conclusion: patient’s expectation of Public health center  Ngadiluwih services were on responsiveness and medical service quality dimensions. Keywords: Quality Function Deployment (QFD), Voice of Customer (VOC), House of Quality (HOQ)

Keyword :

Quality Function Deployment (QFD), Voice of Customer (VOC), House of Quality (HOQ),


References :

Cohen L. ,(1995) Quality Function Deployment, How To Make QFD Work For You Massachusetts : Addison - Wesley Publishing Company.

Departemen Kesehatan Republik Indonesia,(2004) Keputusan Menteri Kesehatan Replubik Indonesia nomor 128 MENKES SK II tentang Kebijakan Dasar Pusat Kesehatan Masyarakat Jakarta : Departemen Kesehatan Republik Indonesia.

Gaspersz V,(2002) Manajemen Kualitas dalam Industri Jasa Jakarta : PT. Gramedia Pustaka Utama

Jacobalis, Samsi,(2000) Beberapa Teknik dalam Manajemen Mutu, Manajemen Rumah Sakit, Yogyakarta : Universitas Gadjah Mada

Kotler P. ,(2003) Marketing Management. New Jersey : Prentice- Hall.

Nasution, MN,(2001) Manajemen Mutu Terpadu (Total Quality Management) Jakarta : Ghalia Indonesia

Pohan, I ,(2006) Jaminan Mutu Layanan Kesehatan Dasar Pengertian dan Penerapan Jakarta : EGC

Supriyanto S. dan Djohan AJ,(2011) Metodologi Riset Bisnis dan Kesehatan Kalimantan : PT Grafika Wangi.

Tj



Archive Article

Cover Media Content

Volume : 10 / No. : 1 / Pub. : 2012-01
  1. The Maturity Of Social Capital Relation With Universal Child Immunization Achievement Target In Public Health Center Of Surabaya
  2. Improving The Inpatient Service Quality Of Public Health Center Ngadiluwih In Kediri Regency Using Quality Function Deployment Method
  3. The Effort To Improve The Public Health Center Performance In Surabaya Based On Malcolm Baldrige Criteria For Performance Excellence
  4. Influence Of Leadership Style And Leader-member Exchange On Unit Performance Case Satudy In Muhammadiyah Gresik Hospital
  5. Effect Of Community Development Implementation And Positive Deviance Program In Nutrition Clinicagainst Toddler Family Health Behavior
  6. Blu Based Evaluation Implementation Management By 4 Perspective Balanced Scorecard In Rs Bhayangkara Tk. Ii H.s. Samsoeri Mertojoso Surabaya
  7. Effects Of Organizational Culture On The Performance Of Maternal And Child Health Program In Public Health Center In Bojonegoro Regency
  8. Analysis Of Quality Improvement Process Of Antenatal Service Using Client Oriented Provider Efficient (cope) Method
  9. Social Marketing Planning To Increase The Utility Of Methadone Maintenance Therapy
  10. Analysis Factors Of Maternal Behavior In Exclusive Breastfeeding In Bojonegoro Based To Health Belief Model And Theory Of Planned Behavior

Information index.php/JIPK/tmp_tumb/AKK