Analisis Kualitas Pelayanan RSUD Dokter Rubini Kabupaten Mempawah Menggunakan Metode Importance Performance Analysis dan Potential Gain in Customer Value’s

Farah Dhaifina Fitri, A Rohendi, Bayu Wahyudi

Abstract


Hospitals provide services. Good quality of hospital services will produce a final product that makes patients dependent on the hospital's services. In this study, researchers will analyze the service quality of Dokter Rubini Regional General Hospital, Mempawah Regency, using the Importance Performance Analysis and Potential Gain in Customer Values methods. This study uses the Importance Performance Analysis (IPA) method. The population in this study were inpatients treated during November 2022. Data were collected using a validated questionnaire. Importance Performance Analysis and Potential Gain in Customer Values tests were conducted to calculate the level of conformity between the level of importance and the level of patient satisfaction. The results of the study show that the results of the IPA Method analysis obtained items in quadrant A: adequate hospital facilities. Meanwhile, from the PGCV index, the work and time allocated for inpatient nurses has the highest index of 6.69, while the lowest PGCV value is in item 21, namely hospital staff continue to monitor the development of the disease. The priority that must be improved is related to the work and time allocated for inpatient nurses, because it is related to their effectiveness in meeting patient needs. The attribute that must be maintained in service is the monitoring of hospital staff on the development of the disease.

Keywords


Service Quality;Importance Performance Analysis Method;Potential Gain in Customer Values;RSUD Dokter Rubini

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References


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DOI: https://doi.org/10.33666/jitk.v17i1.725

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 Published by : Widya Husada Semarang University | ISSN : 2086-8510 (Print) | ISSN : 2655-5875 (Online)
  

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