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"Tesis ini membahas persepsi pasien terhadap kualitas pelayanan dan kepuasan sebagai strategi dalam meningkatkan peran Rumah Sakit Gigi dan Mulut Fakultas Kedokteran Gigi Universitas Padjadjaran Bandung. Dengan adanya kunjungan pasien yang terus meningkat dari tahun 2003 sampai 2008, RSGM UNPAD memiliki tantangan untuk mempertahankan dan bahkan meningkatkan kinerjanya. Penelitian ini adalah penelitian kuantitatif dengan desain potong lintang. Analisis univariat (Deskriptif), bivariat ( Tes T Independen dan korelasi pearson) dan multivariat (regresi logistik) menggunakan SPSS 16.0 menunjukan hasil persepsi pasien paling baik terhadap kualitas pelayanan adalah empathy (7,24). Hubungan signifikan diperlihatkan empathy dengan kepuasan pasien. Analisis regresi logistik menunjukan empathy memberikan pengaruh yang paling kuat untuk kepuasan pasien.

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This thesis explained patient`s perception on the service quality and patient`s satisfaction as a strategy in increasing the role of RSGM dentistry faculty ? Padjadjaran University - Bandung. With the increase in patient?s visit from 2003 to 2008, RSGM UNPAD had another challenge to maintain and improve its performance. This is a quantitative research with a cross sectional design. Univariate (descriptive), bivariate (t-test independent and pearson`s correlation) and multivariate (logistic regression) analysis was conducted using statistical program SPSS 16.0, and the result showed that the best patient`s perception to the quality of service was empathy (7.24). Significant relation shown between empathy and patient`s satisfaction. Logistic regression analysis showed empathy had been the most important influence for patient`s satisfaction."

"The quality of health service can be viewed from the sides of the health service provider such as hospital or health service center, and the patient as the service user, and the patient as the service user. The quality of service according to the patient is reflected in the patient satisfaction. The patient satisfaction is essential information for hospital or other health service center to design strategy to improve performance for survival under strict competition. The purpose of this research was to determine the influence of the service quality according to the patient, in terms of tangibility, reliability, responsiveness, assurance and emphaty, on patient satisfaction. The research was conducted at Dental Hospital, University of Jember from September 2005 to February 2006. The research was applied to the multi-visit patients, who were handled by professional level students. This observational research was carried out by using cross sectional approach, in which data was collected using questionnaire. The sample included 150 people, and the data were subsequently analyzed using double regression analysis on the influence of the service quality toward patient satisfaction. The results showed that tangibility, reliability, responsiveness, assurance and emphaty factors simultaneously influence the patient satisfaction with R2 value of 0.809. The partial correlation coefficients were for tangibility 0.198, reliability 0.207, responsiveness 0.197, assurance 0.440, and emphaty 0.192. The study concluded that the service quality comprises of all five factors of tangibility, reliability, responsiveness, assurance and emphaty influencing the patient satisfaction, with assurance as the most influential factor."

"Nowadays, the airlines bussiness in indonesia has growth rapidly. Many airlines company emerge, nor charter or schedule make the competition even stronger. Every company try to give better service to each it?s customer. The high demand of transportation within society continually make each airline to escalate the quality of service that resulted satisfaction of it?s customer. The quality service of an airlines company costitute simoulteus activity between ground service and inflight service. Inflight service hold the major role in creating consumer perceive towards quality service in generally.

PT Indonesia Air Transport, Tbk, are many company that contribute in fulfilling the high demand of indonesian air transportation. With it?s background as charter flight company, therefore Indonesia Airt Transport (IAT) always undertake to increase it?s quality service, nor in safety or service. In this research, the inflight service proces that been given by Indonesia Air Transport will be discussed further more, the purpose of the research is to know the satisfactionary perception of its costumer towards inflight service given by Indonesia Air Transport (IAT).

In this research, the perception, measured based on SERVQUAL dimension (tangible, reliability, responsiveness, empathy, and assurance) based on the theory expand by Pasuraman, Zeithamal, and Berry, by using frekuent distribution and SPSS 16.00 tools.

From the result of this research, know that the majority of responden or flight passanger tend to give better perception towards inflight service given by IAT. From all the research dimension can be conclude that the average of response of each responden indicate the satisfaction behaviour. This result can be input for IAT, in the the near future Indonesia Air Transport can give mote attention and increase the quality service toward it?s consumen by taking care the safety aspect or service."

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Penelitian ini dilakukan untuk mengetahui kepuasan pasien dan merekayasa ulang proses bisnis pada proses pengobatan Badan Penyelenggara Jaminan Kesehatan (BPJS) Kesehatan yang diterapkan pada salah satu rumah sakit di Kota Depok. Pengambilan data dilakukan melaluikuesionerservice qualityyang diisi oleh 123 responden serta wawancara dengan pihak rumah sakit. Digunakan metode Servqual dan metode Business Process Reengineering pada penelitian ini.

Kecepatan pelayanan dan proses yang panjang merupakan gap tertinggi yang terjadi pada proses pelayanan pasien.

Melalui simulasiproses Business Process Reengineering didapatkan peningkatan sebesar 76% pada proses administrasi, 71% pada proses pemeriksaan dan 94% pada proses penebusan obat.

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This study was conducted to determine patient’s satisfaction and re-engineer of business processes in the treatment of Badan Penyelenggara Jaminan Sosial (BPJS) Kesehatan which applied to the one of hospital in Depok. Data were collected through service quality questionnaires which filled out by 123 respondent and interviews with the officers of the hospital. This study used ServQual method and Business Process Reengineering method. Speed of the service and long process is the highest gap that occurs in the process of patient care.

Through simulating the Business Process Reengineering,obtained increase of 76% in the administrative process, 71% on the examination and 94% on the redemption of the drug.

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"Masyarakat merupakan pemakai terbesar jasa kebijakan kepolisian. Masyarakat juga merupakan subyek terbesar bagi pelaksanaan kewenangan kebijakan kepolisian. Masyarakat mempunyai opini yang beragam tentang kualitas pelananan yang mereka rasakan dari kebijakan tersebut. Berdasarkan dari pandangan masyarakat kebijakan ini dikaitkan dengan tingkat hubungan masayarakat dengan pemerintahan secara umum karena kepolisian masih dikaitkan identik dengan kekuasaan atau pemerintah. Karakter dan kebijakan dengan kontrol sosial adalah suatu hubungan timbal balik. Ketika melihat pandangan pelayanan yang diterima oleh sebagian masyarakat dimana mereka masih merasakan kebijakan yang diterima tersebut mempunyai keterbatasan (kurang puas) hal ini yang dimaksud dengan tolak ukur masyarakat mengenai harapan yang diterima dari kebijakan tersebut. Penelitian ini menjelaskan tentang konsep kualitas pelayanan kepolisian agar meningkatkan pelayanan kepada masyarakat lebih optimal. Berdasarkan dari kerangka besar mengenai metode dan konsep kualitas pelayanan, peneliti hanya mengupas dari segi perilaku petugas badan pembinaan keamanan dan ketertiban masyarakat (Babinkamtibmas) dalam melaksanakan kebijakan kepolisian dengan lima pandangan tambahan untuk mengoptimalisasi peran tugas anggota Babinkamtibmas tersebut antara lain adalah (1)kehandalan; (2)daya tangkap; (3)jaminan; (4)empati; (5)bukti langsung. Hasil penelitian ini menggambarkan bahwa lima unsur konsep kualitas pelayanan bukanlah hal yang wajib dan mutlak harus dilakukan. Penelitian ini merupakan peningkatan kualitas pelayanan yang disarankan oleh peneliti dengan tidak mengesampingkan konsep dan metode pelayanan kepolisian khususnya pada level petugas Babinkamtibmas yang sudah ada.

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Civilian are they who request assistance from police, as are those who are involuntarily subjected to police authority. These clients have varying opinions about the quality of the service they receive from police. Tapping into clients? perspectives of police is vital for understanding a fundamental element of the relationship between citizens and the state ? the tenor and character with which formal social control and regulatory authority is imposed and perceived. While applying the customer service perspective to the police has some limitations, it also offers a number of benefits. The research outlined in this paper sought to optimize conceptual model of police service quality.

Based on the large body of research on service quality our research has only focused from badan pembinaan keamanan dan ketertiban masyarakat called Babinkamtibmas officer who will create the policing police overall collaboration with can be articulated five dimensions of service quality in policing from Zeithaml, Berry Parasuraman (in Zulian Yamit, 2005:10-12): (1) Reliability; (2) Responsiveness; (3) Assurance; (4) Empathy; (5) Tangibles. Our findings suggest that the five dimensions of perceived service quality are not must be created. The research in this paper results to optimize police service with no existing policing will be passed."

"Poli gigi Rumah Sakit Siloam Tb. Simatupang menempatkan kepuasan pasien sebagai prioritas utama dan berupaya untuk menciptakan lingkungan yang nyaman dan memberikan pelayanan yang optimal bagi pasien. Penelitian ini bertujuan untuk menganalisis pengaruh multi sensory marketing terhadap perceived service quality pada poli gigi Rumah Sakit Siloam Tb. Simatupang DKI Jakarta. Penelitian ini menggunakan pendekatan kuantitatif dan teknik purposive sampling dengan menyebarkan kuesioner melalui Google Form kepada 100 responden yang pernah melakukan pengobatan di poli gigi Rumah Sakit Siloam Tb. Simatupang, berusia 18-38 tahun, berdomisili di Jabodetabek. Dalam menganalisis data, peneliti melakukan analisis deskriptif dan uji regresi linear sederhana menggunakan SPSS. Temuan dari penelitian ini menunjukan bahwa multi sensory marketing mempunyai pengaruh yang positif dan signifikan terhadap perceived service quality

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Siloam Tb. Simatupang Hospital Dental Polyclinic places patient satisfaction as a top priority and strives to create a comfortable environment and provide optimal service to patients. This study aims to analyze the influence of multi-sensory marketing on perceived service quality at the Siloam Tb. Simatupang Hospital Dental Polyclinic. The study uses a quantitative approach and purposive sampling techniques by distributing questionnaires through Google Form to 100 respondents who have been treated in the dental polyclinic at Siloam Tb Simatupang Hospital, aged 18–38, who live in Jabodetabek. In analyzing the data, the researchers performed descriptive analysis and simple linear regression tests using SPSS. The findings from this study show that multisensory marketing has a positive and significant influence with perceived service quality."

"Penelitian ini merupakan penelitian deskriptif analitik dengan jenis penelitian kuantitatif. Data yang digunakan pada penelitian ini adalah data primer yang dikumpulkan dengan menggunakan kuesioner terhadap 150 responden. Data diolah secara kuantitatif dan disajikan dalam bentuk tabel distribusi frekuensi. Hasil penelitian ini menyarankan kepada manajemen BRSUD Waled untuk meningkatkan keramahan perawat, memberikan penjelasan tentang penyakit yang diderita kepada pasien, meningkatkan kebersihan kamar, meningkatkan kecepatan penanganan pasien kritis dan menambah dokter spesialis.

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This study was a descriptive analytical research with quantitative research. Data which was used in this study was a primary data which was collected by using the questionnaires for 150 respondents. Quantitative data was processed and presented in the form of frequency distribution table. This study result suggested to management of BRSUD Waled to improve nurse hospitality, providing explanation about the disease which was suffered by patient, improving room hygiene, increasing speed of handling critical patient and improving medical specialist."

"Penelitian ini bertujuan untuk melihat perbandingan antara metode pembayaran INA-DRG dengan FFS terhadap efisiensi dan mutu layanan pada kasus Sectio Caesaria di RSUD Kota Bandung. Desain penelitian adalah penelitian dengan pendekatan kuantitatif dan kualitatif. pengumpulan data dilakukan dengan penelaahan terhadap Rekam Medis rawat inap, Rekam Medis rawat jalan, nota perincian perawatan dan laporan farmasi.Selain itu dengan wawancara medalam kepada pihak yang terkait. Metode pembayaran INA-DRG mempunyai tujuan untuk mendorong efisiensi dan mutu layanan, dari hasil penelitian di RSUD Kota Bandung pada kasus Sectio Caesaria, metode pembayaran INA-DRG gagal mendorong efisiensi untuk kasus tersebut. Namun, untuk kasus Sectio Caesaria pihak Rumah Sakit memberikan pelayanan yang sama dengan metode pembayaran FFS sehingga tidak terjadi penurunan pada mutu layanan di RSUD Kota Bandung. Hal ini dikarenakan konsep INA-DRG yang kurang dipahami dan tidak terimplementasi pada kasus Sectio Caesaria oleh pihak RSUD Kota Bandung. Terlihat pada utilisasi visit dokter, laboratorium, obat dan bhp yang diberikan sama seperti metode pembayaran FFS. Disarankan bagi RSUD Kota Bandung agar mengevaluasi manajemen INA-DRG yang sedang berjalan di Rumah Sakit. Sehingga Rumah Sakit dapat mengetahui bagian-bagian yang harus diperbaiki terutama pada sosialisasi INA-DRG dan mengaplikasikan konsep INA-DRG agar tujuan implemetasi INA-DRG tercapai dan Rumah Sakit dapat merasakan pengaruh metode pembayaran INA-DRG di semua kasus.

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This study aimed to evaluate the difference between INA-DRG payment method with FFS on the efficiency and quality of service in case Sectio Caesaria in Bandung Hospital. Design research is research with quantitative and qualitative approaches. Data collection is done by a review of Medical Records Inpatient, Outpatient Medical Record, note the details of care and pharmacy reports. In addition to in-depth interview to the parties concerned.

INA-DRG payment method has the objective to promote efficiency and quality of service, the result in hospitals on the upcoming Caesaria Sectio case, INA-DRG payment method fail to encourage efficiency to the case. However, for cases Sectio Caesaria party's Hospital providing services similar to the FFS payment method so that no decrease in quality of care in hospitals in Bandung.

This is because the concept of INA-DRG are poorly understood and not implemented in the case Sectio Caesaria by the hospital in Bandung. Seen on the utilization of physician visits, laboratory, medication and given the same bhp as the FFS payment method.

Suggested for hospitals to evaluate the management of Bandung INA-DRG ongoing at the hospital. So that's Hospital to find out the parts that should be improved especially in the socialization of INA-DRG and apply the concept of INA-DRG for implementation of INA-DRG goal is reached and the Hospital can feel effect of INA - DRG payment method in all cases."

""Changing the face" can change nothing. But ?facing the change? can change everything. Tesis ini membahas persepsi peserta pendidikan dan pelatihan terhadap kualitas penyelenggaraan pendidikan dan pelatihan di Badan Pengembangan Sumber Daya Manusia Hukum dan HAM. Penelitian ini adalah penelitian kuantitatif dengan desain deskriptif. Dengan menggunakann konsep Service Quality dari Zeithaml, Parasuraman dan Berry dilakukan analisis terhadap level persepsi dan harapan peserta pendidikan dan pelatihan. Hasil penelitian menyarankan perlunya membentuk sebuah tim untuk memperbaiki kurikulum, dan metode pengajaran yang melibatkan para akademisi, praktisi dan lain-lain, secara terus menerus atau berkelanjutan agar kurikulum dan metode pengajaran selalu mengikuti perkembangan ilmu pengetahuan; meningkatkan kompetensi para pengajar, menekankan pentingnya pimpinan dan pegawai yang memiliki minat, latar belakang dan kompetensi di bidang pengembangan sumber daya manusia; serta terus menerus meningkatkan dan memperbaiki sarana dan fasilitas pendidikan dan pelatihan.

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"Changing the face" can change nothing. But ?facing the change? can change everything. This thesis is to discuss about the perception of training and education trainee for the quality of training and education representation in The Board of Human Resources Development of Law and Human Right. This research is quantitative approach with descriptive design. By using Service Quality Concept from Zeithaml, Parasuraman and Berry is analyzed for level of perception and expectation of training and education trainee. Result of this research suggest to build a team for restructure the curriculum and teaching methods that are involving the academician, the practicioner, etc, continuously, in order to curriculum and teaching methods are always to supervise the knowledge development; to increase the competency of teachers; to emphasize that it?s necessary for the leaders and employess to have human resources development?s basic, experiences and interest; improving and restructuring the training and education facilities constantly."