Persepsi Pasien Terhadap Kinerja Petugas Rawat Jalan di Puskesmas Padang Bulan Medan Menggunakan Metode Importance Performance Analysis (Ipa)

Abstract

The Puskesmas is a district/city service technical implementation unit in a place or work area that is responsible for organizing health development. The method applied is Importance Performance Analysis Method. This method is one method that is often used in measuring service quality. After that, an assessment will be carried out involving the patient to find out how the quality of the service provided by the Outpatient Officers of the Padang Bulan Medan PUSKESMAS is in accordance with the patient's expectations or not. The IPA (Importance Performance Analysis) method is very good and accurate in analyzing customer satisfaction. The implementation of services at PUSKESMAS Padang Bulan in general reflects a good level of quality. This is proven by the 23 service attributes in general reflecting a very good level of quality, as evidenced by the average value of the satisfaction level of 87.70%. Based on the results of data processing and analysis of the Wilcoxon Signed Rank Test, there is a difference between the quality of service expected by patients. Based on the results of data processing and analysis of the Wilcoxon Signed Rank Test, it can be seen that the value of W count < W Table, namely "17" < "434" indicates that the H0 test is rejected, meaning that there is a difference between the quality of performance expected by patients and the quality of performance received by patients.