ANALISIS PERBAIKAN KUALITAS JASA PADA RUMAH SAKIT UMUM DAERAH DARSONO KABUPATEN PACITAN

This study aimed to nvestigate the quality of service desired by the outpatients at Regional General Hospital (RSUD) Darsono Pacitan and to know the quality of service that still needs to be improved based on the customers’ needs and expectations. The data were analyzed through Quality Function Deployment (QFD) by identifying customers’ needs and expectations to meet their satisfaction and to establish the matrix of the House of Quality (HOQ) having the highest importance level. The Quality Function Deployment (QFD) was used to suggest hospital service improvements that meet the customers’ needs. There were 24 variables of service needed by the outpatients. After passing the selection on the Quality Function Deployment stage based on the study goal and the results of discussion with the hospital, 21 variables remained. Based on the design of matrix in HOQ, the characteristics of "comfort in the patient examination room" service had the highest level of importance. Thus, completeness of public facilities was the most prioritized aspect in the proposal of the improvement of service quality in RSUD Darsono Pacitan