Quality Management and Quality Technique Tools and Practices: Study Case of Healthcare Organisations in West Lombok, Indonesia

Concerning service quality has been raising since its distinguished contribution on the competitive advantages for various business fields, including healthcare service. In addition, providing an excellent service quality in healthcare has been proved to be important for the health quality of the patient itself. In regards to increase the service quality in healthcare service, many service quality management tools have been used in several previous studies; Fuzzy SERVQUAL, Kano Model, AHP and QFD. This study was conducted to assess the service quality of hospitals in West Lombok, Indonesia using the combination of 4 tools mentioned above. The service quality was measured according to patient satisfaction using the 22-item questionnaire of SERVQUAL. Data regarding the technical requirement and managerial perspective also gathered through the interview among hospital managements. The result on this assessment indicates that the patients are still dissatisfied with the hospital services. The improvement on these service items was involved Kano model to prioritise service attributes, AHP model to gain priority from managerial perspective and QFD framework to construct the technical requirement and its relationship with the service improvement. The result shows that to improve the service quality of hospitals in West Lombok, there are 17 technical requirements needed, grouped into six categories: Devices, Hospital facilities, Communication system, Standard and documentations, Events and agendas, and Human resource. In this study, besides assessing the service quality of healthcare organization, the performance of each quality management tools also observed. Fuzzy SERVQUAL really helps with the subjectivity, while Kano model has the most important advantage of discovering the hidden important service attributes and QFD provides a clear framework to consider every detail on the improvement until the planning phase. Unfortunately, AHP model didn’t show its best performance as this study were limited to the time constraint in executing the survey