Analisis Kepuasan Pasien Forensik Klinik dengan Metode Importance-Performance Analysis dan Customer Satisfaction Index di Rumah Sakit Umum Haji Medan

Abstract

Background : Measuring the patient satisfaction index is essential to establish the basis for improving service quality in the following years. The Importance Performance Analysis method is an effective approach to determine the overall patient satisfaction index over time. At the Haji General Hospital of Medan City, the clinical forensic patient satisfaction index has never been assessed before. This study aims to measure the satisfaction index of clinical forensic patients using the CSI method. Method : A cross-sectional study was conducted on 69 clinical forensic patients at the Haji General Hospital of Medan City, who were selected through consecutive sampling. The modified SERVQUAL questionnaire covers five dimensions, namely reliability, responsiveness, assurance, empathy, and realism used as a research instrument. The data were analyzed using the CSI method. Results : The results showed that the average overall satisfaction perception was 4.59, with the highest average observed in the assurance dimension (4.63). Responsiveness was identified as the most important quality of service dimension by clinical forensic patients (mean = 4.90). The overall satisfaction index calculated through CSI was 91.2%, indicating a very high level of patient satisfaction, with the highest satisfaction index on the assurance dimension (92.72%) and the lowest on the physical evidence dimension (90%). The clinical forensic patient satisfaction index target for the coming year is expected to exceed the index obtained in this study.