Pengaruh total quality management terhadap customer satisfaction dan customer loyalty di Tirta Medical Centre=The impact of total quality management on customer satisfaction and loyalty at Tirta Medical Centre

Aprilyanti, Monika (2022) Pengaruh total quality management terhadap customer satisfaction dan customer loyalty di Tirta Medical Centre=The impact of total quality management on customer satisfaction and loyalty at Tirta Medical Centre. Masters thesis, Universitas Pelita Harapan.

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Abstract

Pelayanan adalah prioritas utama yang harus diwujudkan dalam suatu perusahan. Seiring dengan perkembangan dan pertumbuhan tersebut, fasilitas kesehatan di Indonesia mengalami pertumbuhan baik untuk fasilitas pemerintah maupun swasta. Penelitian ini bertujuan untuk meneliti pengaruh Total Quality Management terhadap kepuasan pelanggan dan loyalitas pelanggan di Tirta Medical Centre (TMC). Penelitian adalah kumpulan dari proses untuk mencari solusi dalam menyelesaikan masalah setelah dilakukannya analisis lengkap dan studi yang dilakukan pada situasi tertentu. Berdasarkan hasil analisis IPMA pada penelitian, masih banyak ditemukan indikator yang perlu dilakukan pengembangan, dikarenakan performa yang rendah namun kepentingan tinggi, meliputi: Kecepatan dan kemudahan pendaftaran, Saya diinformasikan kapan layanan akan dilakukan oleh petugas, Petugas tersedia ketika dibutuhkan, Jarak antara waktu Pendaftaran dengan layanan pemeriksaan tidak lama, Pelayanan diberikan tepat waktu, Layanan tersedia dalam jam operasional yang cukup, Petugas sopan dan ramah, Petugas menanggapi keluhan dan pengaduan dengan baik, Petugas memahami kebutuhan spesifik Anda dan Petugas memiliki pengetahuan luas saat menjawab pertanyaan. Kesimpulan yang bisa diambil dari penelitian ini adalah Kualitas Proses dan Kualitas Lingkungan secara signifikan mempunyai pengaruh positif pada Kepuasan Pasien (Customer Satisfaction). Selain itu, Kepuasan Pasien secara signifikan mempunyai pengaruh positif pada Loyalitas Pasien (Customer Loyalty)./Service is a top priority that must be addressed in a company. Along with this expansion and progress, healthcare facilities in Indonesia are growing, both public and private. The objective of this study is to examine the impact of Total Quality Management on Customer Satisfaction and Loyalty at Tirta Medical Centre (TMC). A study is a set of techniques that are utilized to find solutions after a comprehensive review and analysis of the situation. According to the findings of IPMA analysis in data analysis, there are still many indicators that need to be developed, due to their relatively low performance but high importance, such as ease and speed of enrollment, I am informed when officers will carry out the service, Officers are available when needed, the distance between registration and inspection service is not long, service is provided on time, service is available in sufficient operating hours, officers are polite and friendly. This study found that process quality and environmental quality have a significant positive influence on patient satisfaction (customer satisfaction). Therefore, patient satisfaction has a considerable beneficial influence on patient loyalty (customer loyalty).

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