Analysis of Customer Requirements and Technical Requirements for Inpatients at Bhayangkara Hospital, Kendari City

ABSTRACT

@#Introduction: The number of inpatient visiting the Bhayangkara Level III Hospital in Kendari City in 2016 was 2322 people, in 2017 there were 3611 people, in 2018 there were 3488 people and from January to November 2019 there were 4243 people. Methods: This research uses descriptive analysis method with a quantitative approach. This research is a case study of the service quality of the Bhayangkara Level III Kendari Hospital. In this study, the sample was taken using simple random sampling technique, in which each element was selected randomly. Results: There are 25 customer requirements for services in the Inpatient Installation of Bhayangkara Hospital, Kendari City which can be categorized into 8 dimensions of service quality according to Brown with priority order based on the level of importance (Tke), namely 1) Safety Dimensions (98.6%); 2) Dimensions of Interpersonal Relations (98.6%); 3) Dimensions of Continuity (97.1%); 4) Dimension of Effectiveness (97.1%); 5) Efficiency Dimension (97.1%); 6) Dimension of Convenience (97.1%); 7) Dimensions of Access to Services (92.9%) and 8) Dimensions of Officer Competence (92.9%). Conclusion: According to the results of this research it is found that nurses did not take special time to communicate with patients. The officers were warm to patients, doctors always heard complaints and stories of patients, pharmacy officers always prayed for patients to get well soon.