IMPLEMENTASI TOTAL QUALITY SERVICE (TQS) UNTUK MENINGKATKAN PENDAPATAN DI BADAN LAYANAN UMUM DAERAH (Studi Kasus Pada Rumah Sakit Umum Daerah Kota Kendari)

Abstract

This study aims to determine the implementation of total quality service (TQS) to increase revenue in the Regional Public Service Agency at Kendari Regional General Hospital. Respondents in this study were patients at Kendari Regional General Hospital. Data types used in this study are quantitative data and qualitative data, data sources are primary data and time series secondary data for the last three years (2016-2018). Data collection techniques by means of questionnaires, interviews and documentation. The analytical method used is descriptive analysis method. The results in this study indicate that service in the Kendari Regional General Hospital is seen from the average rating of respondents to the dimensions of Total Quality Service (TQS), namely: Tangible of 3.89, Reliability of 3.99, Responsiveness of 4, 01, Assurance is 4.07 and Empathy is 4.07. With an overall average of 4.01 (range 3.40-4.19), this shows that the service at the Kendari Regional General Hospital is good. Which has a very large impact on the revenue of the Regional General Hospital services of Kendari City so that it can gradually meet the wishes of patients by providing facilities and infrastructure that meet the needs of patients.