APLIKASI QUALITY FUNCTION DEPLOYMENT UNTUK PENGEMBANGAN KUALITAS LAYANAN SECARA BERKELANJUTAN PADA RSUD PANGERAN JAYA SUMITRA KABUPATEN KOTABARU KALIMANTAN SELATAN = QUALITY FUNCTION DEPLOYMENT APPLICATION FOR SUSTAINABLE SERVICE QUALITY DEVELOPMENT AT PANGERAN JAYA SUMITRA REGIONAL HOSPITAL, KOTABARU REGENCY, SOUTH KALIMANTAN

Syarifah Syaima Alidrus. Quality Function Deployment Application For Sustainable Service Quality Development At Pangeran Jaya Sumitra Regional Hospital, Kotabaru Regency, South Kalimantan. (Supervised by Abdul Rahman Kadir). This study aims to analyze the implementation of the Quality Function Deployment (QFD) method in improving service quality at Pangeran Jaya Sumitra Regional Hospital, Kotabaru Regency, South Kalimantan, to better meet patient needs and expectations. The research employs a qualitative descriptive approach, utilizing the QFD method as the primary tool for analyzing service quality and business strategy. Data were collected through in-depth interviews, focus group discussions, questionnaire surveys, direct observation, and document analysis. The study involved patients, healthcare staff, hospital management, and external stakeholders. The SERVQUAL dimensions were used as indicators in measuring patient satisfaction. The analysis revealed gaps between patient expectations and the reality of hospital services, identifying areas for improvement in infrastructure, facilities, and operational systems to align with the National Health Insurance Standard Inpatient Class (KRIS JKN) policy. The QFD analysis translated patient requirements into specific technical improvements in facilities, procedures, and service management. The study provides evidence-based recommendations for enhancing service quality and developing a more sustainable hospital business model, contributing to the successful implementation of the KRIS JKN policy and improving the quality of healthcare services at Pangeran Jaya Sumitra Regional Hospital.

Keyword : Quality Function Deployment (QFD), Service Quality, Service Quality, Gap Analysis, Health Service Management.