Sistem Informasi Penanganan Keluhan Pelanggan di Rumah Sakit Umum Surya Husadha Denpasar Berbasis Web
DOI:
https://doi.org/10.30812/matrik.v18i2.405Keywords:
Informatian System, Complaints Handling, HospitalAbstract
The hospital as one of the largest health installations always strives to implement quality services because it has an impact on customer satisfaction and brings in new customers. Customer complaints that are not handled properly will adversely affect the impression of the hospital. The difficulty faced by Surya Husadha General Hospital Denpasar is handling customer complaints that are still manual by wrote to the paper. This method is considered not maximal in efforts to provide handling and managing customer complaints. The purpose of this research is to build an information system for handling customer complaints that can help hospital customer care in managing customer complaints, confirm complaints to the relevant units and validate the actions taken. Customer complaint handling information systems can also produce complaints information that has been handled and has not been handled as well as customer complaints reports based on certain time units. The results of the research indicate that it has succeeded in building a complaints information system that can help customer care in managing customer complaints. The results of black box testing show that the system functions run well.
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References
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[17] R. S. Pressman, Software Engineering: A Practitioners Approach" 7TH EDITION. McGraw-Hill Publishing Company, 2010.
[2] S. Supartiningsih, “Kualitas Pelayanan an Kepuasan Pasien Rumah Sakit: Kasus Pada Pasien Rawat Jalan,†J. Medicoeticolegal dan Manaj. Rumah Sakit 10.18196/jmmr.2016, vol. 6, no. 1, pp. 9–15, 2017
[3] W. Kuntoro and W. Istiono, “Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Kretek Bantul Yogyakarta,†J. Kesehat. Vokasional, vol. 2, no. 1, p. 140, 2018
[4] I. Hadiyati, N. Sekarwana, D. K. Sunjaya, and E. P. Setiawati, “Konsep Kualitas Pelayanan Kesehatan berdasar atas Ekspektasi Peserta Jaminan Kesehatan Nasional Health Service Quality Concept based on Expectation of the National Health Insurance Participants,†MKB, vol. 49, no. 2, 2017
[5] L. Marliana, “Analisis Manajemen Layanan Keluhan Pasien Terhadap Kualitas Layanan Kesehatan Di Rsud. Am. Parikesit Tenggarong,†J. Adm. Reform, vol. 5, no. 2, pp. 69–78, 2017
[6] E. Yonasari, S. P. Arso, and W. Kusumastuti, “GAMBARAN PENANGANAN KELUHAN PELANGGAN DI UNIT CUSTOMER SERVICE RUMAH SAKIT UMUM DAERAH TUGUREJO SEMARANG,†J. Kesehat. Masy., vol. 6, no. 5, pp. 65–75, 2018
[7] Nofyat, A. Ibrahim, and A. Ambarita, “INFORMATION SYSTEMS WATER CUSTOMERS COMPLAINTS WEB-BASED ON,†IJIS, vol. 3, no. April, p. 10, 2018
[8] Anofrizen, R. Pramudita, N. Safitri, and Y. Sari, “Sistem Informasi Pengaduan Masyarakat Program Keluarga Harapan Kota Pekanbaru ( Studi Kasus : Dinas Sosial dan Pemakaman Kota Pekanbaru ),†Ilm. Rekayasa dan Manaj. Sist. Inf., vol. IV, no. 2, pp. 11–20, 2015
[9] M. R. Sofyan and E. Iryanti, “Aplikasi Penanganan Keluhan Mahasiswa Menggunakan Metode Prototipe,†in Seminar Nasional Teknologi Informasi dan Multimedia 2018 UNIVERSITAS AMIKOM Yogyakarta, 2018, pp. 19–24
[10] M. I. Dermawan, I. Aknuranda, W. Hayuhardhika, and N. Putra, “Pengembangan Sistem Informasi Penanganan Keluhan Warga Desa Berbasis Web ( Studi Kasus Pemerintah Desa Suwayuwo ),†J. Pengemb. Teknol. Inf. dan Ilmu Komput., vol. 3, no. 2, pp. 1557–1566, 2019
[11] H. Hasugian and M. Idrus, “Rancang Bangun Sistem Informasi Penanganan Keluhan,†in Seminar Nasional Teknologi Informasi dan Komunikasi 2015 (SENTIKA 2015), 2015, vol. 2015, no. Sentika, pp. 143–150
[12] D. P. Y. Ardiana, I. W. D. Suryawan, and E. Hartono, “Sistem informasi pengelolaan administrasi organisasi kemahasiswaan di stmik stikom indonesia,†J. Teknol. Inf. dan Komput., vol. 4, no. 2, pp. 156–165, 2018
[13] D. P. Y. Ardiana and L. H. Loekito, “Sistem Informasi Peramalan Persediaan Barang Menggunakan Metode Weighted Moving Average,†J. Teknol. Inf. dan Komput., vol. 4, no. 1, pp. 71–79, 2018
[14] V. Sahfitri, M. Nasir, and N. Sopiah, “Perancangan electronic Museum (e-Museum) sebagai Media Promosi Kain Songket Khas Palembang,†J. Inform. J. Pengemb. IT, vol. 3, no. 3, pp. 354–360, 2019
[15] G. W. Sasmito, “Penerapan Metode Waterfall Pada Desain Sistem Informasi Geografis Industri Kabupaten Tegal,†J. Pengemb. IT, vol. 2, no. 1, pp. 6–12, 2017
[16] J. Dermawan and S. Hartini, “IMPLEMENTASI MODEL WATERFALL PADA PENGEMBANGAN BERBASIS WEB PADA SEKOLAH DASAR AL-AZHAR SYIFA BUDI JATIBENING,†Paradigma, vol. 19, no. 2, 2017.
[17] R. S. Pressman, Software Engineering: A Practitioners Approach" 7TH EDITION. McGraw-Hill Publishing Company, 2010.
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Published
2019-05-29
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Articles
How to Cite
[1]
D. putu yudhi Ardiana and I. M. S. Dwiputra, “Sistem Informasi Penanganan Keluhan Pelanggan di Rumah Sakit Umum Surya Husadha Denpasar Berbasis Web”, MATRIK, vol. 18, no. 2, pp. 257–267, May 2019, doi: 10.30812/matrik.v18i2.405.
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