Abstrak

This research analyzes strategies for enhancing the competence of Customer\r\nService personnel to improve the quality of healthcare services. Employing a\r\nqualitative approach, the research utilizes in-depth interviews, observations, and\r\ndocument analysis for data collection. The findings reveal that essential\r\ncompetencies for personnel include effective communication skills, empathy, and\r\nbasic medical knowledge. Despite the implementation of the Customer Service\r\nconcept, challenges such as insufficient ongoing training programs and poor\r\ncoordination among units persist, hindering service quality. To address these\r\nissues, the study proposes strategies involving continuous training, the\r\nenhancement of information systems, and performance evaluations based on\r\nSERVQUAL indicators. Implementing these strategies is expected to significantly\r\nimprove service quality at RSUD Kota Bogor, thereby enhancing the hospital's\r\nreputation as a provider of high-quality, family-friendly healthcare services. This\r\nresearch aims to assist hospital management in developing more effective policies\r\nfor building the competencies of Customer Service personnel, ultimately\r\ncontributing to improved patient satisfaction and loyalty.

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