MUTU PELAYANAN

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MUTU PELAYANAN KESEHATAN
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.

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PERSEPSI PELANGGAN
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.

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CIRI PELAYANAN JASA
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
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oleh berbagai macam faktor
Service Quality Models
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)
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Attribute and overall affect model
(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 6

intentions to use technology-based self-service option.
 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.
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 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.
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Perbandingan teori Dabholkar
Attribute and overall affect
model, 1996
Keyfindings :
The attribute-based model is
favored in forming the evaluations
of service quality for technology-
based self-service options
The overall affect model is also
supported but it does not add
further explanatory power to the
attribute-based model
Weakness/Limitation :
Needs to be generalized for
different self-service options Effect
of demographic variables, price,
physical environment etc. is not
considered
Antecedents and mediator model, 2000
Key Findings :
Consumers evaluate different factors related
to the service but also form a separate
overall evaluation of the service quality
(which is not a straightforward sum of the
components)
The antecedents model can provide
complete understanding of service quality
and how these evaluations are formed
Customer satisfaction is a better predictor
of behavioral intentions.
A strong mediating role was found,
confirming that it is important to measure
customer satisfaction separately from
service quality when trying to determine
customer evaluations of service
Weakness/Limitation ;
Antecedents of customer satisfaction have
not been explored. 9
The model measures behavioural intention
rather than actual behaviour
Needs to be generalized for different service
DIMENSI KUALITAS JASA (1)

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DIMENSI KUALITAS JASA (2)

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DIMENSI KUALITAS JASA (3)

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DIMENSI KUALITAS JASA (4)

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SERVQUAL
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. Emphaty (empati)
meliputi kemudahan dalam melakukan hubungan komunikasi yang baik, 14
perhatian pribadi, dan memahami kebutuhan konsumen
DABHOLKAR
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 tangible.
2. Reliabilty
Merupakan dimensi yang mencakup ketepatan pemenuhan janji kepada pelanggan.
Dimensi ini sama dengan dimensi reliability dalam SERVQUAL.
3. Personal Interaction
Merupakan interaksi personal antara pelanggan dengan karyawan. Dalam
SERVQUAL disebut sebagai responsibility, assurance dan empathy.
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
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Merupakan dimensi yang berhubungan dengan kebijakan pemberi pelayanan
dalam merespon tuntututan atau kebutuhan pelanggan.
Model servqual berubah menjadi Model
Antecedents and Mediator Model

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Sumber : Dabholkar, et al
(2000)
APLIKASI DIMENSI
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.

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Contoh di RS X
1. Physical aspect
Kelengkapan peralatan medis di ruang periksa
2. Reliability
Ketepatan penentuan diagnosis oleh petugas kesehatan
3. Personal Interaction
Kejelasan petugas kesehatan dalam memberikan informasi tentang status
kesehatan pelanggan dan jenis pelayanan kesehatan yang diberikan
4. Problem solving
Kemampuan dalam memberikan solusi atas keluhan pelanggan
5. Policy
Kepastian keberadaan petugas kesehatan di ruang periksa sesuai dengan
jadwal pelayanan

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Contoh :

Dimensi
Dabholk
ar
Personal
Physical Reliabilit Problem
Interacti Policy
Aspect y Solving
on
Inspiring
Appeara Conveni Promise Doing it
Confiden Helpful P21-P23 P24-P28
nce ence s right
ce

P1-P4 P5-P6 P7-P8 P9-P11 P12-P14 P15-P20

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Physical Aspect - Appearance :
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).

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Physical Aspect - Convenience
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.

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Reliability Promises :
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.

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Reliability Doing it right
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.

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Personal interaction Inspiring
confidence :
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.

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Personal interaction - Helpful :
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. 25
Problem solving :
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.

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Policy :
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. 27

P28. This store offers its own credit card.

TERIMA KASIH

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