2. MUTU PELAYANAN KESEHATAN
2
1. Service = standart pelayanan
2. Pelayanan = jasa
3. Konsep pelayanan = industri,
output/penawaran, dan proses
Mutu pelayanan kesehatan adalah derajat
kesempurnaan atau tingkat kesempurnaan
penampilan pelayanan kesehatan untuk
memenuhi kebutuhan dan harapan
pelanggan.
3. PERSEPSI PELANGGAN
3
Jika jasa yang diterima melampaui yang
diharapkan maka kualitas jasa dipersepsikan
ideal.
Sebaliknya apabila kualitas jasa yang diterima
lebih rendah daripada yang diharapkan, maka
kualitas jasa dipersepsikan buruk.
4. CIRI PELAYANAN JASA
4
1. INTANGIBILITY (tidak berwujud)
Suatu pelayanan jasa tidak dapat dirasakan dan
dinikmati sebelum dibeli oleh konsumen
2. VARIABILITY (bervariasi)
Kualitas pelayanan jasa berbeda-beda tergantung
pada pemberi layanan dan tempat pelayanan
3. INSEPARATABILITY (tidak dapat dipisahkan)
Kualitas jasa pelayanan diproduksi dan dirasakan
oleh konsumen dalam waktu bersamaan
4. PERISHABILITY (tidak tahan lama)
Daya tahan layanan jasa tergantung situasi yang
diciptakan oleh berbagai macam faktor
5. Service Quality Models
5
1. Technical and functional quality model (Gro¨ 10. PCP attribute model (Philip and Hazlett,
nroos, 1984) 1997)
2. GAP model (Parasuraman et al., 1985) 11. Retail service quality and perceived value
3. Attribute service quality model (Haywood- model (Sweeney et al., 1997)
Farmer, 1988) 12. Service quality, customer value and
4. Synthesised model of service quality customer satisfaction model (Oh, 1999)
(Brogowicz et al., 1990) 13. Antecedents and mediator model
5. Performance only model (Cronin and Taylor, (Dabholkar et al., 2000)
1992) 14. Internal service quality model (Frost and
6. Ideal value model of service quality (Mattsson, Kumar, 2000)
1992) 15. Internal service quality DEA model
7. Evaluated performance and normed quality (Soteriou and Stavrinides, 2000)
model (Teas, 1993) 16. Internet banking model (Broderick and
8. IT alignment model (Berkley and Gupta, 1994) Vachirapornpuk, 2002)
9. Attribute and overall affect model 17. IT-based model (Zhu et al., 2002)
(Dabholkar, 1996) 18. Model of e-service quality (Santos, 2003)
10. Model of perceived service quality and
satisfaction (Spreng and Mackoy, 1996)
6. Attribute and overall affect model
6
(Dabholkar, 1996)
There is two alternative models of service quality for technology-
based self-service options. Self-service is becoming popular day
by day owing to high cost of labour in service deliveries.
The models is :
1. Attribut Based Models
2. Overall affect Models
In both the models expected service quality would influence
intentions to use technology-based self-service option.
7. 7
The attribute model is based on what consumers would expect from such option. It is based
on cognitive approach to decision making, where consumers would use a compensatory
process to evaluate attributes associated with the technology based self service option in
order to form expectations of service quality.
8. 8
The overall affect model is based on the consumers’ feeling towards the use of technology.
It is based on an affective approach to decision making where consumers would use overall
predispositions to form expectation self-service quality for a technology-based self-service
option.
9. Perbandingan teori Dabholkar
9
Attribute and overall affect model, Antecedents and mediator model, 2000
1996 Key Findings :
Consumers evaluate different factors related
Keyfindings :
to the service but also form a separate overall
The attribute-based model is favored evaluation of the service quality (which is not
in forming the evaluations of service a straightforward sum of the components)
quality for technology-based self- The antecedent’s model can provide complete
understanding of service quality and how
service options these evaluations are formed
The overall affect model is also Customer satisfaction is a better predictor of
supported but it does not add further behavioral intentions.
explanatory power to the attribute- A strong mediating role was found, confirming
based model that it is important to measure customer
satisfaction separately from service quality
Weakness/
Limitation : when trying to determine customer
evaluations of service
Needs to be generalized for different
Weakness/
Limitation ;
self-service options Effect of
demographic variables, price,
Antecedents of customer satisfaction have not
been explored.
physical environment etc. is not The model measures behavioural intention
considered rather than actual behaviour
Needs to be generalized for different service
settings
14. SERVQUAL
14
1 . Tangibles (bukti langsung)
dimensi ini meliputi kualitas produk, fasilitas fisik, perlengkapan, pegawai,
dan saran komunikasi.
2. Reliability (keandalan)
kemampuan memberikan pelayanan yang dijanjikan dengan segera, akurat
dan memuaskan.
3. Responsiveness (daya tanggap)
yaitu keinginan seluruh karyawan untuk membantu para konsumen dan
memberikan pelayanan dengan tanggap.
4. Assurance (jaminan)
mencakup pengetahuan, kemampuan, kesopanan dan sifat dapat
dipercaya yang dimiliki para staf, bebas dari bahaya atau keragu-raguan.
5. E phaty (empati)
m
meliputi kemudahan dalam melakukan hubungan komunikasi yang baik,
perhatian pribadi, dan memahami kebutuhan konsumen
15. DABHOLKAR
15
1. Physical Aspects
Merupakan dimensi yang mencakup tentang daya tarik dari aspek fisik
dan kemudahan pelanggan dalam mendapatkan pelayanan yang dibutuhkan.
Dimensi ini dalam SERVQUAL disebut dimensi ta ng ible .
2. Reliabilty
Merupakan dimensi yang mencakup ketepatan pemenuhan janji kepada
pelanggan. Dimensi ini sama dengan dimensi re lia bility dalam SERVQUAL.
3. Personal Interaction
Merupakan interaksi personal antara pelanggan dengan karyawan. Dalam
SERVQUAL disebut sebagai re s p o ns ibility , a s s ura nc e dan e m p a thy .
4. Problem solving
Merupakan dimensi yang berkaitan dengan pemberian solusi terhadap
masalah pelanggan ketika sedang mendapatkan pelayanan atau solusi
terhadap keluhan yang disampaikan oleh pelanggan atas layanan yang
diterima.
5. Policy
Merupakan dimensi yang berhubungan dengan kebijakan pemberi pelayanan
16. Model servqual berubah menjadi Model
Antecedents and Mediator Model
16
Sumber : Dabholkar, et al (2000)
17. APLIKASI DIMENSI
17
DABHOLKAR
Profile chart merupakan teknik analisis yang
digunakan untuk melihat performa atau kinerja
perusahaan atau organisasi.
Dasar perhitungan profile chart adalah
penilaian dan harapan pelanggan yang
menghasilkan kekuatan dan kelemahan dari
pelayanan dan service gap.
18. Contoh di RS X
18
1. Phy s ic a l a s p e c t
Kelengkapan peralatan medis di ruang periksa
2. Re lia bility
Ketepatan penentuan diagnosis oleh petugas kesehatan
3. Pe rs o na l I ra c tio n
nte
Kejelasan petugas kesehatan dalam memberikan informasi
tentang status kesehatan pelanggan dan jenis pelayanan
kesehatan yang diberikan
4. Pro ble m s o lving
Kemampuan dalam memberikan solusi atas keluhan
pelanggan
5. Po lic y
Kepastian keberadaan petugas kesehatan di ruang periksa
sesuai dengan jadwal pelayanan
20. Physical Aspect - Appearance :
20
P1. This store has modern-looking equipment and
fixtures.
P2. The physical facilities at this store are visually
appealing.
P3. Materials associated with this store's service (such
as shopping bags, catalogs, or statements) are
visually appealing
P4. This store has clean, attractive, and convenient
public areas (restrooms, fitting rooms).
21. Physical Aspect - Convenience
21
P5. The store layout at this store makes it easy for
customers to find what they need.
P6. The store layout at this store makes it easy for
customers to move around in the store.
22. Reliability – Promises :
22
P7. When this store promises to do
something by a certain time, it will do so.
P8. This store provides its services at the
time it promises to do so.
23. Reliability – Doing it right
23
P9. This store performs the service right the first
time.
P10. This store has merchandise available when
the
customers want it.
P 11. This store insists on error-free sales
transactions and records.
24. Personal interaction – Inspiring
confidence :
24
P12. Employees in this store have the knowledge
to answer customers' questions.
P13. The behavior of employees in this store instill
confidence in customers.
P14. Customers feel safe in their transactions with
this store.
25. Personal interaction - Helpful :
25
P15. Employees in this store give prompt service to
customers.
P16. Employees in this store tell customers exactly when
services will be performed.
P17. Employees in this store are never too busy to
respond to customer's requests.
P 18. This store gives customers individual attention.
P19. Employees in this store are consistently courteous
with customers.
P20. Employees of this store treat customers courteously
on the telephone.
26. Problem solving :
26
P21. This store willingly handles returns and
exchanges.
P22. When a customer has a problem, this store
shows a sincere interest in solving it.
P23. Employees of this store are able to handle
customer complaints directly and immediately.
27. Policy :
27
P24. This store offers high quality
merchandise.
P25. This store provides plenty of
convenient parking for customers.
P26. This store has operating hours
convenient to all their customers.
P27. This store accepts most major credit
cards.
P28. This store offers its own credit card.
