The polyclinic provides health care services specifically for outpatient care. Service quality encourages customer satisfaction, as an effort to maintain customer trust in services. This study aims to translate patient desires into actions and processes in meeting patient satisfaction, as well as suggest improvements to the services that have been given. The method that can be used to improve service quality is by using the Quality Function Deployment (QFD) method, QFD is a method used to translate customer requirement into technical responss in an effort to improve service quality. Based on the results of the study there is a gap between the performance and expectations of patients marked by negative values. Voice of customer is a priority in making improvements such as parking area attributes that must be adequate, nurses' friendliness in work, availability of seats in the waiting room, ease of administration process, availability of prayer rooms, and others. Proposed improvements is providing the same service to patients, increasing the attention and awareness of doctors, providing information that is easy to understand.
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CITATION STYLE
Darma, A. D. (2019). USULAN PERBAIKAN KUALITAS PELAYANAN KESEHATAN DENGAN METODE QUALITY FUNCTION DEPLOYMENT (QFD) DI POLIKLINIK. PERFORMA Media Ilmiah Teknik Industri, 17(2). https://doi.org/10.20961/performa.17.2.23520