Analisa Kepuasan Pelayanan Kesehatan Dengan Pendekatan Importance Performance Analysis Dan Potential Gain In Customer Value’s Di Rumah Sakit Pertamina Cirebon

Abstract

ABSTRACT

To determine whether a performance given in accordance with the interests and expectations of patients, measurements of customer satisfaction by Importance Performance Analysis (IPA). Of the 30 attributes valid asked of inpatients Pertamina Hospital Cirebon, there are 17 attributes that need improvement and 13 attributes need to be maintained. The main priority improvement of health services, there are 6 attributes in quadrant I, Cartesian diagram, namely: the presence of security/guard, Suistability = 78.73. The apology from the doctor/nurse if something is not pleasant for the patients (84.09%). The skills and capabilities of medical support officer (Laboratory/Pharmacy/Physiotherapy/ Radiological) (84.68%). Cleanliness and tidiness of the room hospitalization (84.75%). Completeness of tools to be given (84.86%). Clarity nurse in providing information or answering questions (85.91%).

Based PGCV index (Potential Gain In Customer Value), the order of priority of improvement: The presence of security forces/security guard (6.10). Schedule Hospital carried out appropriately (6.00). Ease of patients for reporting complaints (5.58). Extensive parking facilities and safe (5.35). Seriousness and attention to other officers in providing services (5.33). Completeness of inpatient room facilities granted (5.23).

The equation order of priority improvements in science and PGCV there on the first priority. The rest may make use of the order of priority to the IPA or PGCV.

Keywords :  Important Performance Analysis ( IPA), Potential Gain in Customer Value (PGCV)