"Evaluasi Implementasi Manajemen Rumah Sakit dalam Upaya Peningkatan Rating Google Customer Review di Rumah Sakit Karisma Cimareme Tahun 2023 Berdasarkan Teori SERVQUAL dan Donabedian" by Patriot Haryo Trenggono and Adang Bachtiar
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Abstract

This study aims to evaluate the management of Karisma Cimareme Hospital in addressing its low Google Customer Review ratings. Initial data shows that KCH received an average rating of 2.9 stars, lower than two other private hospitals in West Bandung Regency, IMC Hospital with 3.1 stars and Cahya Kawaluyan Hospital with 4.1 stars. Using the SERVQUAL framework, which includes the dimensions of tangibles, empathy, responsiveness, reliability, and assurance, along with Donabedian's theory, this study focuses on improving service quality through the implementation of Standard Operating Procedures (SOP). The research method involved direct observation of hospital services, in-depth interviews with hospital staff, and analysis of Google Customer Reviews. Data were analyzed using a thematic approach to identify key factors influencing patient reviews and ratings. The results showed that every dimension in the SERVQUAL model significantly affected customer evaluations. The implementation of SOP, involving various parties such as service managers, heads of medical support, head nurses, public relations and marketing teams, and the PIPP team, successfully increased the Google Customer Review rating by 0.7 points, from 2.9 to 3.6. This improvement highlights the importance of a structured approach to enhancing service quality and customer perception. This study provides insights into the challenges faced by hospitals in managing online reviews and offers strategic guidelines for improving patient satisfaction, hospital reputation, and online review management.

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Bahasa Abstract

Penelitian ini bertujuan untuk mengevaluasi manajemen Rumah Sakit Karisma Cimareme (RS KC) dalam menanggulangi hasil rating Google Customer Review yang rendah. Data awal, RS KC memperoleh rata-rata rating sebesar 2,9 bintang. Rating tersebut lebih rendah dibandingkan dua rumah sakit swasta lain di Kabupaten Bandung Barat, yaitu RS IMC dengan 3,1 bintang dan RS Cahya Kawaluyan dengan 4,1 bintang. Penelitian ini menggunakan kerangka teori SERVQUAL yang mencakup dimensi tangible, empati, responsif, keandalan, dan jaminan. Pendekatan teori Donabedian juga digunakan dengan berfokus pada peningkatan kualitas pelayanan melalui penerapan Standar Operasional Prosedur (SPO). Metode penelitian melibatkan observasi langsung terhadap pelayanan rumah sakit, wawancara mendalam dengan staf rumah sakit, serta analisis ulasan pada Google Customer Review. Data dianalisis menggunakan pendekatan tematik untuk mengidentifikasi faktor-faktor kunci yang memengaruhi ulasan dan rating pasien. Hasil penelitian menunjukkan bahwa setiap dimensi dalam model SERVQUAL memiliki pengaruh signifikan terhadap penilaian pelanggan. Penerapan SPO dengan melibatkan berbagai pihak, seperti manajer pelayanan, kepala penunjang medis, kepala keperawatan, humas marketing, dan tim PIPP berhasil meningkatkan rating Google Customer Review sebesar 0,7 poin, dari 2,9 menjadi 3,6. Peningkatan ini menunjukkan pentingnya pendekatan terstruktur dalam memperbaiki kualitas layanan dan persepsi pelanggan. Penelitian ini memberikan wawasan tentang tantangan yang dihadapi rumah sakit dalam menghadapi ulasan digital dan menawarkan panduan strategis untuk meningkatkan kepuasan pasien, reputasi rumah sakit, serta manajemen ulasan online.

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