ANALISIS KEPUASAN PASIEN RUMAH SAKIT DENGAN MENGGUNAKAN METODE ZONA TOLERANSI

Abstract

RSUD at Semarang city are hospital property of goverment Semarang city. Hospital are service in healthy and to service the customer is have a problem with healthy, because customer satisfaction in hospital have must always be attention. Satisfaction will make perceived service by customer will be perception equal or most poor that customer want. To increase customer satisfaction RSUD at Semarang city will do analysis with zone of tolerance method (ZOT). Zone of tolerance is range of service performance that a customer considers satisfactory. Zone of tolerance method is use to know the expectation and perception of patient with hospital service, to indentified the atributs and dimension of service quality as soon as to serviceable, and to know the priority that must do to increase the service quality. From the result with zone of tolerance has been obtained several service atribut that under middle range to decrease and to increase. For in patient service has 6 service atribut are must to fixed and for out patient has 7 service atribut are must to fixed