Analysis on the Conformity between Expectation and Reality of the Accepted Services Quality at the Inpatient Unit of Dr.Raden Soedjati Soemodiardjo Hospital in Grobogan

Abstract

Decreasing number of new patients, who directly pay at the inpatient unit, is one of the accepted services quality problems which must be overcome by the management of Dr.Raden Soedjati Soemodiardjo Hospital in Grobogan. The objective of this research was to analyze the conformity between expectation and reality of the accepted services quality at the inpatient unit of Dr.Raden Soedjati Soemodiardjo Hospital Grobogan.. The result of this descriptive analysis showed that the perceptions of the subjects on the service quality were tangible (85.61%), reliable (84.67%), responsive (94.00%), high assurance (87.25%), and high empathy (86.92%). Based on the analysis of Cartesius diagram, a main priority that must be improved per variable as follows: 1) Tangible: means and infrastructure (quadrant A); cleanliness and convenience of a room (quadrant A), 2) Reliability: doctor’s explanation about the disease (quadrant A), explanation about nutrition and diet (quadrant A), 3) Responsiveness: nurses’ responsiveness (quadrant A), laboratory result on the same day (quadrant A), 4) Assurance: explanation about medical procedure (quadrant A), reason of medical procedure and prognosis (quadrant A), 5) Empathy: control of diet (quadrant A). The result of Cartesius diagram analysis together showed that the variable of tangible was in quadrant C, the variable of reliable was in quadrant B, the varible of responsiveness was in quadrant C, the variable of assurance was in quadrant C, and the variable of empathy was in quadrant B. The variablesof reliability and empathy could be maintained, but the variables of tangible, responsiveness, and assurance had low priorities. Sumber Utama : www.mikm.undip.ac.id