| dc.description.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. | en_US |
