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Hary Sudjono
Universitas Brawijaya
Chemical Engineering, Chemistry & Bioengineering Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Materials Science & Nanotechnology Mathematics Mechanical Engineering Other

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UPAYA PENINGKATAN KUALITAS PELAYANAN KESEHATAN DENGAN MENGGUNAKAN METODE SERVQUAL (SERVICE QUALITY) Ningsih, Lies Kurnia; Setyanto, Nasir Widha; Sudjono, Hary
Jurnal Rekayasa dan Manajemen Sistem Industri Vol 2, No 6 (2014)
Publisher : Program Studi Teknik Industri Fakultas Teknik Universitas Brawijaya

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Abstract

Abstrak RSUD Syarifah Ambami Rato Ebu kabupaten Bangkalan merupakan rumah sakit umum daerah yang mempunyai falsafah “ Melindungi  kehidupan masyarakat Bangkalan dan sekitarnya sehingga masyarakat mampu berproduksi secara maksimal”. Bagi perusahaan jasa seperti halnya rumah sakit, pelayanan merupakan hal terpenting yang harus diperhatikan. Tujuan dari penelitian ini yaitu untuk mengidentifikasi kualitas pelayanan yang memiliki kesenjangan terbesar antara persepsi dan harapan pasien terhadap kualitas layanan di Instalasi Rawat Inap Bedah RSUD Syarifah Ambami Rato Ebu Bangkalan dan untuk memberikan rekomendasi usulan perbaikan kualitas pelayanan di Istalasi Rawat Inap Bedah RSUD Syarifah Ambami Rato Ebu Bangkalan. Metode penelitian ini menggunakan jenis penelitian deskriptif karena penelitian ini bertujuan untuk membuat deskripsi secara sistematis, faktual, dan akurat mengenai fakta dan sifat populasi atau daerah tertentu. Dan dilakukan pengukuran tingkat kualitas yaitu dilakukan dengan cara survey persepsi pelayanan dengan cara menyebarkan kuisioner.Sampel penelitian ini sebanyak 96 responden, dengan menggunakan metode non probability sampling yaitu dengan sampel pilihan dan kemudahan. Banyaknya atribut pertanyaan untuk tangibles (bukti nyata (12 pertanyaan, reliability (kehandalan) terdapat 6 pertanyaan, assurance (jaminan) terdapat 10pertanyaan, empathy (empati) terdapat 5 pertanyaan, responsiveness (daya tanggap) terdapat 6 pertanyaan. Hal ini dilakukan untuk mengetahui keinginan dan kebutuhan pelanggan sehingga perusahaan dapat mencapai tingkat kualitas pelayanan yang semaksimal mungkin. Dan dilakukan uji validitas dan reliabilitas serta analisis gap 5 yaitu selisih antara persepsi pelanggan dengan harapan pelanggan, dan kemudian dilakukan analisa perbaikan. Dari hasil analisa terhadap hasil pengolahan data yang telah dilakukan maka penulis dapat menarik kesimpulan sebagai berikut : perhitungan gap yang diperoleh dari selisih antara persepsi pelanggan dan harapan pelanggan terdapat 9 nilai gap negatif yaitu -2,19, -2,02, -1,81, -1,70, -1,70, -1,67, -1,66, -1,61, -1,60 kemudian dilakukan analisa perbaikan pelayanan untuk memberikan kepuasan terhadap pasien yaitu : membuat sistem data base untuk kebutuhan obat dan peralatan kesehatan, membuat jadwal piket kebersihan ruangan rawat inap, mendata resep makanan apa saja yang bermutu bagi pasien dan menyehatkan bagi pasien, memberikan pelatihan peningkatan pendidikan (diklat) kepada perawat, menambahkan tenaga kerja perawat, memberikan jadwal yang rutin untuk dokter. Kata kunci : kualitas pelayanan, kuisioner, metode servqual, analisis gap 5
ANALISIS METODE SEM UNTUK KURIKULUM SMP RSBI/SBI DENGAN STANDAR KURIKULUM NASIONAL Sudjono, Hary; Choiri, Moch.; Astuti, Murti; Oktavianty, Oke; Dewi, Galuh Ratna; Andari, Susi Novi
INTEKNA Vol 13, No 1 (2013)
Publisher : Politeknik Negeri Banjarmasin

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Abstract

Currently there are a lot of junior SBI / RSBI in East Java province and to increase the quantity in each year. Changes and additions to the curriculum a better curriculum is the governments efforts in developing the educational level in particular junior level in In-donesia. Curriculum SBI is known for referring to international standards commonly used by developing countries. Completeness of infrastructure and professional competencies possessed by the teacher / lecturer can be measured by the success of SBI curriculum developed by the government. So far, research on school SBI / RSBI have been carried out. The study was made to determine the relevance (effectiveness and suitability) SBI curriculum with the national curriculum, which will be able to know the relationship between them. On the other hand, the professional competence of the teacher / lecturer also test them to determine whether there is a relationship with SBI curriculum currently implemented.
EVALUASI PELAYANAN KUALITAS AGENCY BANK “X” DI SURABAYA Nurmianto, Eko; Trisunarno, Lantip; Sudjono, Hary
JURNAL TEKNOLOGI TECHNOSCIENTIA Academia Ista Vol 12 No 01 Agustus 2007
Publisher : Lembaga Penelitian & Pengabdian Kepada Masyarakat (LPPM), IST AKPRIND Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (128.29 KB) | DOI: 10.34151/technoscientia.v0i0.1982

Abstract

Research objective is to determine difference between customer’s expectation towards service quality and management perception on customer expectation. Research advantages (1) to obtain clear information on customers’ expectation and perception as well as to improve its service quality, and (2) to know the problem inside the agency. Methodology Customer Questionnaires consist of 4 parts, Part I: 8 qualitatif question (customer demography), Part II : 17 Customer Perception Questions, Part III : 17 Customer Expectation Questions, Part IV: Open Question for Weighted Importance of 5 SERVQUAL dimension. Management Questionnaires consist of 3 parts, Part I : 4 questions (management demography and working duration), Part II : 17 customer perception questions, management on customer expectation towards service execution, Part III : Open Question for Weighted Importance of 5 SERVQUAL dimension. Data Analysis Methodology: Descriptive, Cluster, Discriminant, and Dependency Analysis, SERVQUAL Analisis on Gap 5 and Gap 1. Results : Gap 1 cluster 1 require improvement on variable 5 (service always free from errors), for cluster 2 on variable 10 (if error occur then agency would fix). Gap 5 cluster 1 needs improvement variable 5 (service always free from errors), variable 8 (service always suit to the promises), variable 9 (customer complaint would be honestly responsed), and variable 11 (hospitality of agency Bank staff), for cluster 2 on variable 17 (sympathy agency staff). Based on Importance-Performance Graph, variable which is need to be fixed on cluster 1 is variable 8 (service always suit to the promises). Cluster 2 variable which is need is variable 8 (service always suit to the promises) and variable 10 ((if error occur then agency would fix).
ANALISIS METODE SEM UNTUK KURIKULUM SMP RSBI/SBI DENGAN STANDAR KURIKULUM NASIONAL Sudjono, Hary; Choiri, Moch.; Astuti, Murti; Oktavianty, Oke; Dewi, Galuh Ratna; Andari, Susi Novi
INTEKNA informasi teknik dan niaga Vol 13 No 1 (2013)
Publisher : P3M Politeknik Negeri Banjarmasin

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

Currently there are a lot of junior SBI / RSBI in East Java province and to increase the quantity in each year. Changes and additions to the curriculum a better curriculum is the government's efforts in developing the educational level in particular junior level in In-donesia. Curriculum SBI is known for referring to international standards commonly used by developing countries. Completeness of infrastructure and professional competencies possessed by the teacher / lecturer can be measured by the success of SBI curriculum developed by the government. So far, research on school SBI / RSBI have been carried out. The study was made to determine the relevance (effectiveness and suitability) SBI curriculum with the national curriculum, which will be able to know the relationship between them. On the other hand, the professional competence of the teacher / lecturer also test them to determine whether there is a relationship with SBI curriculum currently implemented.
EVALUASI PELAYANAN KUALITAS AGENCY BANK “X” DI SURABAYA Nurmianto, Eko; Trisunarno, Lantip; Sudjono, Hary
JURNAL TEKNOLOGI TECHNOSCIENTIA Academia Ista Vol 12 No 01 Agustus 2007
Publisher : Lembaga Penelitian & Pengabdian Kepada Masyarakat (LPPM), IST AKPRIND Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34151/technoscientia.v0i0.1982

Abstract

Research objective is to determine difference between customer’s expectation towards service quality and management perception on customer expectation. Research advantages (1) to obtain clear information on customers’ expectation and perception as well as to improve its service quality, and (2) to know the problem inside the agency. Methodology Customer Questionnaires consist of 4 parts, Part I: 8 qualitatif question (customer demography), Part II : 17 Customer Perception Questions, Part III : 17 Customer Expectation Questions, Part IV: Open Question for Weighted Importance of 5 SERVQUAL dimension. Management Questionnaires consist of 3 parts, Part I : 4 questions (management demography and working duration), Part II : 17 customer perception questions, management on customer expectation towards service execution, Part III : Open Question for Weighted Importance of 5 SERVQUAL dimension. Data Analysis Methodology: Descriptive, Cluster, Discriminant, and Dependency Analysis, SERVQUAL Analisis on Gap 5 and Gap 1. Results : Gap 1 cluster 1 require improvement on variable 5 (service always free from errors), for cluster 2 on variable 10 (if error occur then agency would fix). Gap 5 cluster 1 needs improvement variable 5 (service always free from errors), variable 8 (service always suit to the promises), variable 9 (customer complaint would be honestly responsed), and variable 11 (hospitality of agency Bank staff), for cluster 2 on variable 17 (sympathy agency staff). Based on Importance-Performance Graph, variable which is need to be fixed on cluster 1 is variable 8 (service always suit to the promises). Cluster 2 variable which is need is variable 8 (service always suit to the promises) and variable 10 ((if error occur then agency would fix).
Co-Authors Eko Nurmianto Galuh Ratna Dewi Lantip Trisunarno Lies Kurnia Ningsih Moch. Choiri Murti Astuti Nasir Widha Setyanto Oke Oktavianty Susi Novi Andari