THE EFFECTIVENESS OF IMPLEMENTING 5S (SMILE, GREET, SAY HELLO, POLITENESS, AND COURTESY) IN SERVICE DELIVERY AT UPTD RSD DR. H. SOEMARNO SOSROATMODJO, TANJUNG SELOR, BULUNGAN REGENCY, NORTH KALIMANTAN

Abstract

This study aims to measure the effectiveness of implementing the 5S culture (Smile, Greeting, Salutation, Politeness, and Courtesy) in the services of UPTD RSD dr. H. Soemarno Sosroatmodjo Tanjung Selor, Tanjung Selor District, Bulungan Regency, North Kalimantan Province. The problem addressed in this study is how effective the implementation of the 5S culture at UPTD RSD dr. H. Soemarno Sosroatmodjo Tanjung Selor is in efforts to improve excellent service. The research method used by the researcher is a qualitative method. This study uses primary and secondary data, with data collection techniques including interviews, observation, and documentation. The research involved 14 informants. The results of the study show that the implementation of the 5S culture as an effort to achieve excellent service has been quite effective. This can be seen from the findings during the research, where patients expressed a high level of satisfaction with the implementation of the 5S culture at UPTD RSD dr. H. Soemarno Sosroatmodjo Tanjung Selor. In conclusion, measuring the effectiveness of implementing the 5S culture (Smile, Greeting, Salutation, Politeness, and Courtesy) in the services at UPTD RSD dr. H. Soemarno Sosroatmodjo Tanjung Selor is not a simple task, because effectiveness must be examined from various perspectives and depends on who evaluates and interprets it. The implementation of the 5S culture has a highly positive influence on patient satisfaction, as reflected in patient feedback indicating satisfaction when the quality of service meets their expectations. In addition to its positive impact on satisfaction, the implementation of the 5S culture also has psychological benefits for patients, making them feel valued, comfortable, and calm, and psychologically encouraging a faster recovery.