Penerapan Metode Servqual dan Importance Performance Analysis dalam Analisis Tingkat Kepuasan Pasien terhadap Kualitas Pelayanan di RSU Wira Husada Kisaran

Abstract

One of the health care facilities are hospital. Hospitals are required to provide quality services to give satisfaction to the patient. Services that are less than optimal will reduce the number of patients visiting. Therefore, improving the quality of service is needed in an effort to attract patients to seek treatment at the Wira Husada Kisaran General Hospital. This research was conducted by distributing 70 questionnaires and calculations were carried out using the Importance Performance Analysis (IPA) method and the Servqual method. The Servqual method is used to determine the level of patient satisfaction and the Importance Performance Analysis (IPA) method is used to determine which attributes need improvement. From the results of the calculation of the Servqual method using 5 dimensions of service, namely tangible, reliability, responsiveness, assurance, and empathy to determine the value of GAP. The tangible dimension has not satisfied the patient, where the attribute is the availability of waiting places and comfortable and adequate seats. On the attribute reliability dimension that has not satisfied the patient, namely, the doctor examines the patient on time and according to the set schedule. On the dimension of responsiveness, the attribute that has not satisfied the patient is that the nurse is responsive in serving the patient. On the assurance dimension, the patient is satisfied. The empathy dimension has satisfied the patient, but there are attributes of the patient's patience in accepting patient complaints that have not satisfied the patient. From the results of the calculation of the Importance Performance Analysis (IPA) method, it has a suitability level value of 79.34% and in the Cartesian diagram of the 20 attributes there are 6 attributes that require repair and improvement, namely attribute numbers 1, 3, 4, 8, 9, and 12.