EVALUASI KEPUASAN PASIEN TERHADAP SISTEM PENDAFTARAN BERBASIS WHATSAPP BUSINESS MENGGUNAKAN METODE SERVQUAL DAN PENDEKATAN DESIGN THINKING DI KLINIK MASIJA JAYA

KANDAMI, ESTER (2025) EVALUASI KEPUASAN PASIEN TERHADAP SISTEM PENDAFTARAN BERBASIS WHATSAPP BUSINESS MENGGUNAKAN METODE SERVQUAL DAN PENDEKATAN DESIGN THINKING DI KLINIK MASIJA JAYA. Tesis thesis, Institut Teknologi Nasional Malang.

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Abstract

ABSTRACT Quality healthcare services are determined not only by medical aspects but also by the efficiency of administrative systems, including patient registration processes. Klinik Masija Jaya still applies a manual registration system, which causes long queues, extended waiting times, and patient dissatisfaction. This study aims to design and evaluate a patient registration system based on WhatsApp Business by integrating the SERVQUAL method and the Design Thinking approach. The research employed a mixed-methods design with 30 patients selected through purposive sampling. The stages of Design Thinking (Empathize, Define, Ideate, Prototype, and Test) were applied in system development, while SERVQUAL was used to measure service quality across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The findings reveal that the manual registration system showed negative gaps in all SERVQUAL dimensions, with the largest gap in Responsiveness (-0.55). After the implementation of the WhatsApp Business-based system, the gaps significantly decreased to a range of -0.02 to -0.05. The most notable improvement occurred in the Responsiveness dimension (+0.50), indicating faster registration processes and a reduction in average waiting times by 20–30 minutes. Furthermore, features such as auto-reply, quick replies, and automatic queue numbering proved effective in enhancing information clarity and patient convenience. In conclusion, the implementation of a WhatsApp Business-based registration system effectively improved service quality at Klinik Masija Jaya. The main challenge lies in the limited digital literacy among elderly patients, yet further development opportunities remain through integration with electronic medical records and broader application in other healthcare facilities. Keywords: WhatsApp Business, SERVQUAL, Design Thinking, Patient Satisfaction, Registration System ABSTRAK Pelayanan kesehatan yang berkualitas tidak hanya ditentukan oleh aspek medis, tetapi juga oleh efisiensi sistem administrasi, termasuk proses pendaftaran pasien. Klinik Masija Jaya masih menggunakan sistem pendaftaran manual yang menimbulkan antrean panjang, waktu tunggu lama, serta ketidakpuasan pasien. Penelitian ini bertujuan untuk merancang dan mengevaluasi sistem pendaftaran berbasis WhatsApp Business dengan mengintegrasikan metode SERVQUAL dan pendekatan Design Thinking. Metode penelitian yang digunakan adalah mixed methods, dengan responden sebanyak 30 pasien yang dipilih melalui purposive sampling. Tahapan Design Thinking (Empathize, Define, Ideate, Prototype, dan Test) digunakan dalam merancang sistem, sedangkan SERVQUAL dimanfaatkan untuk mengukur kualitas layanan berdasarkan lima dimensi: Tangibles, Reliability, Responsiveness, Assurance, dan Empathy. Hasil penelitian menunjukkan bahwa sistem pendaftaran manual memiliki gap negatif pada seluruh dimensi SERVQUAL, dengan gap terbesar pada dimensi Responsiveness (-0,55). Setelah penerapan sistem berbasis WhatsApp Business, gap menurun signifikan menjadi antara -0,02 hingga -0,05. Peningkatan terbesar terjadi pada dimensi Responsiveness (+0,50), yang menandakan percepatan proses pendaftaran serta pengurangan waktu tunggu rata-rata 20–30 menit. Selain itu, fitur auto-reply, quick replies, dan nomor antrean otomatis terbukti meningkatkan kejelasan informasi serta kenyamanan pasien. Kesimpulannya, penerapan sistem pendaftaran berbasis WhatsApp Business secara efektif meningkatkan kualitas layanan di Klinik Masija Jaya. Hambatan utama terletak pada keterbatasan literasi teknologi pasien lansia, namun peluang pengembangan masih terbuka melalui integrasi sistem dengan rekam medis elektronik serta penerapan di fasilitas kesehatan lain. Kata Kunci: WhatsApp Business, SERVQUAL, Design Thinking, Kepuasan Pasien, Sistem Pendaftaran

Item Type:	Thesis (Tesis)
Uncontrolled Keywords:	Keywords: WhatsApp Business, SERVQUAL, Design Thinking, Patient Satisfaction, Registration System
Subjects:	Engineering > Industrial Engineering
Divisions:	Program Pasca Sarjana > Teknik Industri S2 > Teknik Industri S2(Tesis)
Depositing User:	Ester kandami
Date Deposited:	27 Aug 2026 05:15
Last Modified:	27 Aug 2026 05:15
URI:	http://eprints.itn.ac.id/id/eprint/16470

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