ANALISIS TINGKAT KEPUASAN PASIEN RUMAH SAKIT DENGAN METODA IMPORTANCE PERFORMANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE INDEX
Abstract: Problems on the
quality of health services is not new. In contrast to the quality of goods and
service quality is not so easy to determine but it can be felt. Therefore, It
would need the regional public hospital in Yogyakarta to find out how the level
of customer satisfaction that can be used as a measure to make improvements in
order to obtain an increase in customer satisfaction. To determine the
performance of the regional public hospital in Yogyakarta represented by the
value of the level of satisfaction, while in the repair of the attributes
necessary to know the expectations of customers who are represented by the
value of the interest rate. All activities were carried out using the method of
Importance Performance Analysis (IPA).
By 33 attributes asked to regional public hospital in Y ogyakarta are
outpatient, Based on the value PGC V and Cartesian diagram turns out there are
12 attributes that need to be improved from the 19 attributes that need
improvement. The value of new satisfaction rate reached 3.4 79 4.279 while the
value of the level of importance of the maximum value 5. This proves that the
regional public hospital in Yogyakarta services is still far from what is
expected by the customer, or in other words, the customer was not satisfied.
Advice author the regional public hospital in Yogyakarta immediately make
improvement to the attributes which has the highest priority for it, for
example, attribute Sensitivity employees toward customer complaints (patient),
the waiting room is neat and clean, patient acceptance faster and easier.
Keywords: Important
Performance Analysis (IPA), Level of Satisfaction, Gain Potential In Customer
Value (PGCV)
Penulis: Muhammad lbnu Mastur,
Mahma Matahari
Kode Jurnal: jptindustridd160124
