Analisis Mutu Layanan Unit Rekam Medis Menggunakan Metode Servqual dan Importance-Performance Analysis di RSU Muhammadiyah Ponorogo

Abstract

Medical record units in health care institutions such as hospitals must be able to maintain and improve service quality. One of the medical record service users is internal customers, including nurses. This study aims to determine the quality of medical record services in terms of the level of internal customer satisfaction, in the form of descriptive research. The subjects of this study were 44 nurses selected by purposive sampling technique. Data were analyzed using the servqual method with the gap = -1.604979; and importance-performance analysis with 4 aspects in quadrant I, 9 aspects in quadrant II, 5 aspects in quadrant III and 3 aspects in quadrant IV. The solution to overcome this problem is to prioritize the improvement of service aspects in quadrant I.
Keywords: service quality, medical record, internal customer, servqual, importance-performance analysis

ABSTRAK

Unit rekam medis di institusi pelayanan kesehatan seperti rumah sakit harus mampu menjaga dan meningkatkan kualitas pelayanan. Salah satu pengguna jasa pelayanan rekam medis adalah pelanggan internal, termasuk perawat. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan rekam medis ditinjau dari tingkat kepuasan pelanggan internal, berupa penelitian deskriptif. Subyek penelitian ini adalah 44 perawat yang dipilih dengan teknik purposive sampling. Data dianalisis menggunakan metode service quality dengan kesenjangannya = -1,604979; dan importance-performance analysis dengan 4 aspek di kuadran I, 9 aspek di kuadran II, 5 aspek di kuadran III dan 3 aspek di kuadran IV. Solusi untuk mengatasi masalah ini adalah dengan memprioritaskan perbaikan pelayanan aspek-aspek di kuadran I.
Kata kunci: mutu pelayanan, rekam medis, pelanggan internal, servqual, importance-performance analysis