APLIKASI METODE FUZZY-SERVQUAL DAN THEORY OF INVENTIVE PROBLEM SOLVING (TRIZ) PADA PENINGKATAN KUALITAS JASA DI KLINIK ABC

Defitri Zakiaturrahmah; Hadi Suprapto; Surya Perdana

Defitri Zakiaturrahmah Universitas Indraprasta PGRI
Hadi Suprapto Universitas Indraprasta PGRI
Surya Perdana Universitas Indraprasta PGRI

Keywords: Fuzzy Service Quality, Perbaikan Kualitas Jasa, TRIZ

Abstract

ABC Clinic experienced a decrease in the number of consumers from 2019 to 2020 by 76%, this
caused a loss to ABC Clinic. The purpose of this study was to determine the cause of the decline in the
number of consumers at ABC Clinic and provide suggestions that could help ABC Clinic in fulfilling
consumer desires. The method used in this research is Fuzzy-Service Quality and Theory of Inventive
Problem Solving (TRIZ). The results of this research are the common causes that lead to a decrease in the
number of visitors at the ABC Clinic are the administrative system and complete blood test equipment are
still manual, sentences delivered by doctors are difficult for patients to understand, do not provide health
facilities using BPJS Health. The proposal to improve service quality for ABC Clinic is to hold programs
such as family gatherings and external and internal training, to update the technology system and
cooperate with the BPJS Kesehatan.