Hariyanti, Amelia Ayu and Pribadi, Yulius (2026) Pengelolaan Pelayanan dalam Menciptakan Kepuasan Pasien Rawat Jalan di Rumah Sakit Cakra Husada Klaten. Analisis “Jurnal Bisnis dan Akuntansi”, 29 (2). pp. 39-51. ISSN 1978 9750

Text ANALISIS MEI 26 5 ADI.pdf Download (1MB)

Abstract

This study aims to analyze service management in creating outpatient satisfaction at Cakra Husada Klaten Hospital. In the modern healthcare era, hospitals must prioritize humanistic, efficient, and patient-centered service systems through effective customer relations to build trust and loyalty. Using a descriptive qualitative approach, data were collected from January to February 2026 from 100 respondents through observation, questionnaires, interviews, participation, and documentation. The analysis focused on the five dimensions of Service Quality: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results indicate that customer relations which pursuing by service management at Cakra Husada Klaten Hospital is highly effective, with patient satisfaction ratings predominantly in the "Very Good" category across all dimensions: Tangibles (72%), Reliability (71%), Responsiveness (71%), Assurance (77%), and Empathy (77%). The hospital has successfully integrated modern management functions—Planning, Organizing, Staffing, Leading, and Controlling—focusing on professional and humanistic care. Despite these positive results, the study identified operational challenges, including patient bottlenecks and longer waiting times during peak hours (07:30 to 09:30 WIB). These findings suggest that while current service quality is excellent, continuous improvements in digital registration and waiting-time management are necessary to maintain long-term patient loyalty and a positive corporate image.

Actions (login required)

View Item