Routine Interaction and Evaluation

Oct 13, 2025 by windailys.com 30 views

Improve the Quality of Services in Medan Hajj Hospital Outpatient Units: Application of Servqual-QFD Methods

Introduction

Medan Hajj Hospital, as one of the strategic health facilities in Indonesia, plays a vital role in enhancing the degree of public health. The hospital's primary objective is to provide high-quality services that cater to the needs of its patients. However, the initial study revealed that 60% of 10 respondents emphasized the need to maximize the speed of service and completeness of facilities in the hospital. This indicates a pressing need to harmonize performance with customer expectations and understand patient needs in depth.

Background

The Medan Hajj Hospital outpatient unit is a critical component of the hospital's operations, providing essential services to patients. However, the quality of services in this unit has been a subject of concern, with patients expressing dissatisfaction with the speed of service and completeness of facilities. This study aims to address this issue by designing a service quality design in the Medan Hajj Hospital outpatient unit using the Servqual-QFD method.

Methodology

This study employed descriptive quantitative methods, involving 100 external customer respondents and 53 internal customer respondents selected randomly. The Servqual-QFD method was applied to optimize customer votes and identify the priority sequence of customer needs.

Results

The results of the analysis revealed the following priority sequence of customer needs:

Routine Interaction and Evaluation: Routine communication and evaluation improvement between management, officers, and customers is the main need to create more effective relationships.
Identification of Customer Needs and Expectations: Understanding customer needs and expectations is the key to adjusting services to their wishes.
Hospital Promotion: Promotional strategies that are right on target and innovative are needed to increase public awareness and trust in the hospital.
Appreciation of Performance: A fair and transparent appreciation system plays an important role in motivating officers to provide the best service.

Discussion

The results of this study highlight the importance of understanding customer needs and expectations in designing a service quality design for the Medan Hajj Hospital outpatient unit. The priority sequence of customer needs indicates that routine interaction and evaluation, identification of customer needs and expectations, hospital promotion, and appreciation of performance are critical factors in improving the quality of services.

Recommendations

Based on the results of the analysis, this study recommends the following five technical responses to improve the quality of services in the Medan Hajj Hospital outpatient unit:

Routine Meeting: Making routine meetings between management and outpatient officers can eliminate communication gaps and increase the effectiveness of decision making.
Patient Center: Building a patient center as the center of information and communication with patients can increase patient satisfaction and trust.
Reward and Punishment System: The application of a clear and fair appreciation system and a fair can motivate officers to improve performance.
Training and Development: Providing regular training and development programs for outpatient officers can enhance their skills and knowledge, leading to improved service quality.
Performance Monitoring: Establishing a performance monitoring system can help identify areas for improvement and track progress in achieving service quality goals.

Conclusion

This study provides a comprehensive picture of customer needs and steps that can be taken to improve the quality of services at Medan Hajj Hospital. The application of the Servqual-QFD method effectively helps align hospital performance with customer expectations. By carrying out these recommendations, it is hoped that Medan Hajj Hospital can improve service quality and increase patient satisfaction.

Limitations

This study has several limitations. Firstly, the sample size of 100 external customer respondents and 53 internal customer respondents may not be representative of the entire population. Secondly, the study only focused on the Medan Hajj Hospital outpatient unit and may not be generalizable to other hospitals. Finally, the study only applied the Servqual-QFD method and may not have considered other factors that may influence service quality.

Future Research Directions

Future research can build on this study by exploring other factors that influence service quality, such as patient demographics, hospital size, and type of services offered. Additionally, researchers can apply other quality management methods, such as the Six Sigma method, to improve service quality in hospitals. Finally, researchers can investigate the impact of service quality on patient satisfaction and hospital performance.

References

[1] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
[2] Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
[3] Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 147-156.

Appendices

[1] Survey questionnaire used to collect data from customers
[2] Data analysis procedures used to identify priority sequence of customer needs
[3] Technical responses recommended to improve service quality in the Medan Hajj Hospital outpatient unit
Frequently Asked Questions (FAQs) about Service Quality Design in Medan Hajj Hospital Outpatient Unit

Q: What is the purpose of this study?

A: The purpose of this study is to design a service quality design in the Medan Hajj Hospital outpatient unit by optimizing customer votes through the application of the Servqual-QFD method.

Q: What is the Servqual-QFD method?

A: The Servqual-QFD method is a quality management approach that combines the Servqual model with the Quality Function Deployment (QFD) method. The Servqual model is a widely used framework for measuring service quality, while the QFD method is a technique for translating customer requirements into design specifications.

Q: What are the key findings of this study?

A: The key findings of this study include the priority sequence of customer needs, which are:

Routine interaction and evaluation
Identification of customer needs and expectations
Hospital promotion
Appreciation of performance

Q: What are the recommendations of this study?

A: The recommendations of this study include:

Routine meeting between management and outpatient officers
Building a patient center as the center of information and communication with patients
Application of a clear and fair appreciation system and a fair
Providing regular training and development programs for outpatient officers
Establishing a performance monitoring system

Q: What are the limitations of this study?

A: The limitations of this study include:

The sample size of 100 external customer respondents and 53 internal customer respondents may not be representative of the entire population.
The study only focused on the Medan Hajj Hospital outpatient unit and may not be generalizable to other hospitals.
The study only applied the Servqual-QFD method and may not have considered other factors that may influence service quality.

Q: What are the implications of this study for healthcare providers?

A: The implications of this study for healthcare providers include:

The need to understand customer needs and expectations in designing service quality.
The importance of routine interaction and evaluation in creating effective relationships with customers.
The need to promote the hospital and its services to increase public awareness and trust.
The importance of a fair and transparent appreciation system in motivating officers to provide the best service.

Q: What are the future research directions for this study?

A: The future research directions for this study include:

Exploring other factors that influence service quality, such as patient demographics, hospital size, and type of services offered.
Applying other quality management methods, such as the Six Sigma method, to improve service quality in hospitals.
Investigating the impact of service quality on patient satisfaction and hospital performance.

Q: What are the practical implications of this study for healthcare providers?

A: The practical implications of this study for healthcare providers include:

The need to implement routine meetings between management and outpatient officers.
The need to build a patient center as the center of information and communication with patients.
The need to apply a clear and fair appreciation system and a fair.
The need to provide regular training and development programs for outpatient officers.
The need to establish a performance monitoring system.

Q: What are the benefits of implementing the recommendations of this study?

A: The benefits of implementing the recommendations of this study include:

Improved service quality and patient satisfaction.
Increased public awareness and trust in the hospital.
Improved performance and productivity of outpatient officers.
Enhanced reputation and competitiveness of the hospital.

Q: What are the challenges of implementing the recommendations of this study?

A: The challenges of implementing the recommendations of this study include:

Resistance to change from outpatient officers.
Limited resources and budget.
Difficulty in measuring and evaluating the effectiveness of the recommendations.
Need for ongoing training and development of outpatient officers.