Safirah Farahiya Balqis Pengarang

Analysis Quality Of Service In Registration Places Of Pathway Patients On Patient Satisfaction With Servqual Method And Simple Multi Attribute Rating (SMART) Method In Dr. Abdoer Rahem Situbondo Hospital As Chief Conselor (Nugroho Setyo W., S.T, M.T) Safirah Farahiya Balqis Study Program of Medical Record Departement of Health ABSTRACT Regional General Hospital Dr. Abdoer Rahem Situbondo is one of the hospitals in Situbondo with the aim of healing, safety and comfort is the main thing for the level of patient satisfaction. Based on the results of research at RSUD dr. Rahem Situbondo Abdoer there are several complaints from patients and families of patients related to the place of registration of outpatients such as inadequate waiting rooms and lack of staff in serving patients. The purpose of this study was to identify the level of satisfaction of outpatients in the patient registration place on 5 dimensions : reliability (kehandalan), responsiveness (cepat tanggap), assurance (jaminan), empathy (empati), dan tangible (nyata) and determine the priority of quality problems for outpatient registration services based on the results of determining the importance of the problem and weighting using the SMART method. Based on the results of identification of the level of patient satisfaction with Servqual method with the dimensions of Tangible and reliability has an average value of perception 2.6 and the average value of service expectations 3.7 and the total value gap -1.1 dimensions responsiveness has an average value of perception 2 , 6 and the average service expectation value is 3.8 and the total gap value is -1.2 and for the assurance and emphaty dimensions has an average value of perception 2.7 and the average value of service expectations is 3.7 and the total gap value is -1.0. And based on the results of determining the importance of the problem and weighting using the SMART method with the highest utility value of 1.63 namely the Emphaty dimension and the lowest of 0.22, the Assurance dimension. Keywords : Service Quality, Servqual, SMART