ANALYSIS OF HOSPITALIZATION SERVICE QUALITY ON THE INPATIENTS OF MUTIARA BUNDA MALANG MATERNITY HOSPITAL USING SERVQUAL AND KANO MODELS

Abstract

Good service quality could be known by comparing patients’ perceptions of services that are actually received with their expected or desired services towards company service attributes. This study aimed at measuring the gaps and differences between patients’ expectations and perceptions about the dimensions of hospitalization service quality, also developing strategies to improve the service quality in Maternity Hospital of Mutiara Bunda Malang. Quantitative approach was applied to all inpatients, in total of 100 respondents who were selected by purposive sampling technique. The data were obtained under observation, interview, and questionnaire methods which were analyzed using quantitative descriptive analysis by Servqual and Kano models. The results showed that the Servqual measurement of all hospitalization service attributes had a negative gap score, which meant that the quality of service in Mutiara Bunda Malang Maternity Hospital has not met patients’ expectations, with Kano method in order to bridge the gap. Strategies for improving the quality of inpatient services from 24 service attributes were divided into two categories of Kano, namely must be (this category is the basic needs that must be met) and one dimensional (if this category is met, then consumer’s satisfaction is increased). The Must be category must be prioritized, after that, the hospital endeavor to improve the quality of service in One Dimensional category.

Keywords

• service quality
• servqual method
• kano method