THE EFFECTIVENESS OF EXCELLENT SERVICE IN THE ELDERLY AS AN EFFORT TO IMPROVE SERVICE

Abstract

In an organization, excellent service is related to the services carried out by the organization to provide a sense
of satisfaction and trust to its customers. Excellent service means maximum service, or the best service, and is
a key factor in the company's success. The purpose of this study was to determine the effectiveness of excellent
service for the elderly to improve services at the Harapan Kita Elderly Social Institution in Palembang in 2021.
The design of this study was qualitative research. The social situation in this study is the elderly who live in
the Harapan Kita Elderly Social Institution in Palembang, amounting to 60 people. The number of informants
is 3 elderly and 1 trusted informant, namely nursing home. Collecting data using in-depth interviews with
informants. Qualitative data analysis is inductive, which is an analysis based on the data obtained.
Subsequently developed into a hypothesis. The results obtained were that promotive efforts in nursing homes
were not optimal so they still needed to be improved, preventive efforts in nursing homes were good enough
but still needed to be improved, curative efforts in nursing homes were good, and rehabilitative efforts in
nursing homes were good. It is hoped that the social institution can improve health services which include
promotive, preventive, curative, and rehabilitative efforts to achieve a decent quality of life and welfare for the
elderly so that they can enjoy their old age peacefully physically and mentally.