ANALISA KUALITAS PELAYANAN RUMAH SAKIT UMUM DAERAH (RSUD) WONOGIRI MENGGUNAKAN METODE FUZZY-SERVQUAL

Azizah Aisyati, Taufiq Rochman, Hafid Rahmadi

Abstract


RSUD Wonogiri is a Local Public Hospital at Wonogiri a the one’s of public healthcare that placing quality service as the most important things. The purposes of this research are to analyze the quality s rvice of RSUD at Wonogiri. The method used to measure the quality service is Fuzzy-Servqual method. Fuzzy-Servqual method is the instrument to measure the service quality between costumer’s expectation and costumer’s perception, and also involve Fuzzy set theory to accomode subjectivity and ambiguity on quality service judgement. The first stage in measuring service quality is calculate the value of quality service using fuzzy set theory. This stage is done in five sequence process including first determine the linguistic variables and measured the scale of it. Second, determine fuzzy set number of each variable due to the linguistic variable. Third, determine weight of the fuzzy set number. Fourth, determine the Overall Effectiveness Measure (OEM) each factors. And last, defuzzyfication of OEM value and weighted value of each variable. The second major stage is to determine servqual value from all variables of service quality. The result of this research shows that service quality at RSUD Wonogiri still low.


Keywords


Fuzzy, Fuzzy-Servqual, Quality service, RSUD Wonogiri, Servqual

Full Text:

PDF