The Effect of Service Quality on Financial Expectations with a Return on Quality Approach at Hospital X Sidoarjo

Myrtanti, Reiny Ditta and Sujianto, Sujianto (2022) The Effect of Service Quality on Financial Expectations with a Return on Quality Approach at Hospital X Sidoarjo. The Effect of Service Quality on Financial Expectations with a Return on Quality Approach at Hospital X Sidoarjo, 9 (1). pp. 4-11. ISSN 2460-0113

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Abstract

A B S T R A C T One of the efforts of the hospital management to find out, understand, and fulfil the needs and desires of consumers, is to make improvements to the quality programs carried out. However, not all quality improvement programs benefit the management, as many of these improvement programs are wasteful after being implemented. This inefficiency occurs as the management did not determine the most significant variables of the quality improvement program. This study discusses the efforts of Hospital X to plan a quality improvement program by considering the wishes and needs of patients, selecting and determining the most influencing variables/dimensions to be carried out, and assessing financial feasibility using the Return on Quality approach. ROQ). From the ROQ implementation at Hospital X Sidoarjo, two quality improvement programs from the two dimensions of the hospital service process, namely beds and patient registration, were determined. The ROQ value of each program based on the discount rate (5%, 10%, 15%) is 1.54; 0.99; 0.49 for the inpatient room service process, and 1.25; 0.61; 0.24 for the front office and administration services. For this reason, the dimension that is the focus of the quality improvement program is the inpatient room service process with the dimensions of the bed. Keywords: Customer Satisfaction; Customer Retention; Return on Quality.

Item Type: Article
Uncontrolled Keywords: Customer Satisfaction; Customer Retention; Return on Quality.
Subjects: Engineering > Industrial Engineering
Divisions: Fakultas Teknologi Industri > Teknik Informatika S1 > Teknik Informatika S1(Skripsi)
Depositing User: Ms Nunuk Yuli
Date Deposited: 09 Jun 2022 06:27
Last Modified: 09 Jun 2022 06:27
URI: http://eprints.itn.ac.id/id/eprint/8654

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