MANAJEMEN KELUHAN PELANGGAN DI RUMAH SAKIT UMUM DAERAH WONOSARI KABUPATEN GUNUNGKIDUL
Background:The existance ofbureaucratic reform act requires professional bureaucracy, where the role of civil servants to be public servant and competing inter part in improving the quality of the community to serve on a competitive basis. Government hospitals as a public service it is appropriate t...
| Main Authors: | , |
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| Format: | Thesis |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: |
| _version_ | 1797034612103315456 |
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| author | , ANIK LESTARI , dr. Mubasysyir Hasanbasri, MA. |
| author_facet | , ANIK LESTARI , dr. Mubasysyir Hasanbasri, MA. |
| author_sort | , ANIK LESTARI |
| collection | UGM |
| description | Background:The existance ofbureaucratic reform act requires professional
bureaucracy, where the role of civil servants to be public servant and competing
inter part in improving the quality of the community to serve on a competitive
basis. Government hospitals as a public service it is appropriate to make
improvements in providing a quality service-oriented customer. One such effort is
the implementation of an actual customers� complaints management has been
mandated by law No. 25 of 2009 concerning public service. But this complain are
considered during a regular thing and not utilized in the efforts to improve the
quality of service. So this study want to know how is customers� complaint
management and quality improvement effort because of customers� complaint.
Method:Qualitative research with case study design, conducted at Wonosari
Regional Public Hospital of Gunungkidul Regency. The subject research were
taken by purposive sampling for each case with 19 responden. Instrument in this
study are indepth interview guide, observation reference, voice recorder, camera,
and notebook. Data were collected through document review to determine case
selection, interview, and observation. All of collected data is processed
qualitatively.
Results:Efforts to improve the quality of service because of complaints have been
made even an effort of continuous improvement. In complaint handling, all of
party who mix up with complaint have been involved although there was
dominant role from service section. Complaints team have not work well, but
complaints handling has effective enough. However, there is concern for officers
already on the front-line both in the handling of complaints and improvement
efforts. In controlling, there is no punishment. Punishments only in the form of
guidance and direction to improvement efforts. Attitudes and behavior of workers
have shown customer service oriented interest.
Conclutions: In customers� complaints management, Wonosari Regional Public
Hospital has implemented TQM (Total Quality Management).The role of
complaints team must be cleared and standart operating procedure need to make
complaints handling more effective. |
| first_indexed | 2024-03-13T23:14:28Z |
| format | Thesis |
| id | oai:generic.eprints.org:126621 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T23:14:28Z |
| publishDate | 2013 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1266212016-03-04T08:23:06Z https://repository.ugm.ac.id/126621/ MANAJEMEN KELUHAN PELANGGAN DI RUMAH SAKIT UMUM DAERAH WONOSARI KABUPATEN GUNUNGKIDUL , ANIK LESTARI , dr. Mubasysyir Hasanbasri, MA. ETD Background:The existance ofbureaucratic reform act requires professional bureaucracy, where the role of civil servants to be public servant and competing inter part in improving the quality of the community to serve on a competitive basis. Government hospitals as a public service it is appropriate to make improvements in providing a quality service-oriented customer. One such effort is the implementation of an actual customers� complaints management has been mandated by law No. 25 of 2009 concerning public service. But this complain are considered during a regular thing and not utilized in the efforts to improve the quality of service. So this study want to know how is customers� complaint management and quality improvement effort because of customers� complaint. Method:Qualitative research with case study design, conducted at Wonosari Regional Public Hospital of Gunungkidul Regency. The subject research were taken by purposive sampling for each case with 19 responden. Instrument in this study are indepth interview guide, observation reference, voice recorder, camera, and notebook. Data were collected through document review to determine case selection, interview, and observation. All of collected data is processed qualitatively. Results:Efforts to improve the quality of service because of complaints have been made even an effort of continuous improvement. In complaint handling, all of party who mix up with complaint have been involved although there was dominant role from service section. Complaints team have not work well, but complaints handling has effective enough. However, there is concern for officers already on the front-line both in the handling of complaints and improvement efforts. In controlling, there is no punishment. Punishments only in the form of guidance and direction to improvement efforts. Attitudes and behavior of workers have shown customer service oriented interest. Conclutions: In customers� complaints management, Wonosari Regional Public Hospital has implemented TQM (Total Quality Management).The role of complaints team must be cleared and standart operating procedure need to make complaints handling more effective. [Yogyakarta] : Universitas Gadjah Mada 2013 Thesis NonPeerReviewed , ANIK LESTARI and , dr. Mubasysyir Hasanbasri, MA. (2013) MANAJEMEN KELUHAN PELANGGAN DI RUMAH SAKIT UMUM DAERAH WONOSARI KABUPATEN GUNUNGKIDUL. UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=66848 |
| spellingShingle | ETD , ANIK LESTARI , dr. Mubasysyir Hasanbasri, MA. MANAJEMEN KELUHAN PELANGGAN DI RUMAH SAKIT UMUM DAERAH WONOSARI KABUPATEN GUNUNGKIDUL |
| title | MANAJEMEN KELUHAN PELANGGAN
DI RUMAH SAKIT UMUM DAERAH WONOSARI
KABUPATEN GUNUNGKIDUL |
| title_full | MANAJEMEN KELUHAN PELANGGAN
DI RUMAH SAKIT UMUM DAERAH WONOSARI
KABUPATEN GUNUNGKIDUL |
| title_fullStr | MANAJEMEN KELUHAN PELANGGAN
DI RUMAH SAKIT UMUM DAERAH WONOSARI
KABUPATEN GUNUNGKIDUL |
| title_full_unstemmed | MANAJEMEN KELUHAN PELANGGAN
DI RUMAH SAKIT UMUM DAERAH WONOSARI
KABUPATEN GUNUNGKIDUL |
| title_short | MANAJEMEN KELUHAN PELANGGAN
DI RUMAH SAKIT UMUM DAERAH WONOSARI
KABUPATEN GUNUNGKIDUL |
| title_sort | manajemen keluhan pelanggan di rumah sakit umum daerah wonosari kabupaten gunungkidul |
| topic | ETD |
| work_keys_str_mv | AT aniklestari manajemenkeluhanpelanggandirumahsakitumumdaerahwonosarikabupatengunungkidul AT drmubasysyirhasanbasrima manajemenkeluhanpelanggandirumahsakitumumdaerahwonosarikabupatengunungkidul |