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Analysis of Outpatient Satisfaction Levels in Hospitals Using the Zone of Tolerance (ZOT) and Kano Methods


Analisa Tingkat Kepuasan Pasien Rawat Jalan di Rumah Sakit Menggunakan Metode Zone Of Tolerance (Zot) dan Kano

##article.authors##

  • Achmad Ramadani Falah Universitas Muhammadiyah Sidoarjo
  • Wiwik Sulistiyowati Universitas Muhammadiyah Sidoarjo

DOI:

https://doi.org/10.21070/ups.3518

Keywords:

Zone Of Tolerance, Kano, SWOT, Service Quality

Abstract

RSI Aminah is a health services company. As a service provider, of course you need good service. This research aims to help companies identify services that need to be improved. The methods used in this research are the Kano method, Zone Of Tolerance and SWOT Strategy. The results of research that has been carried out through ZOT mapping show that there are 5 attributes that must be improved, where 3 attributes get values ​​above MSA and below MSS, namely attributes D4, A1 and E1, while 2 other attributes get values ​​below MSA and MSS, namely attributes T2 and R6. From the KANO processing method, it can be identified that there are 9 attributes that fall into the one dimensional category, namely attributes T3, R4, R5, D2, D3, D6, A4, A6, and E5. 

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2023-10-16

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