Analisis Kualitas Pelayanan Rumah Sakit Universitas Sumatera Utara dengan Metode Servqual, Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA)

Abstract

This study aims to determine how the patient's perception of the services provided by the Hospital of the University of North Sumatra. The sample used in the study was 100 respondents. The method used to measure service quality is the SERVQUAL method with five dimensions of service characteristics, namely, Tangible, Reliability, Responsiveness, Assurance and Empathy. Data analysis method using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis using the Customer Satisfaction Index (CSI) are in the Reliability dimension, namely the Officers are very prompt in serving patients, Information from Officers is clear and understandable, Officers diagnose patients' illnesses accurately and provide solutions, and Officers provide timely services. Gap analysis (Servqual) calculation to analyze attributes/indicators that are not in accordance with user expectations and seen from the performance matrix and Importance Performance Analysis is used to determine attributes that require concentration of improvement at USU Hospital. Attributes that require a concentration of improvement are quadrant I, namely Information about the facilities provided, the room visited by the patient is clean, the officer provides timely service, the officer is willing to listen to questions about the patient's illness, the officer diagnoses the patient's illness accurately and provides a solution, the officer health is responsive to patient complaints, officers have the ability and knowledge in treating patients