Analisis Kualitas Pelayanan Kesehatan Pasien Rawat Jalan di RSU Royal Prima Medan dengan Menggunakan Metode Importance Performance Analysis (IPA)

Abstract

The Importance Performance Analysis (IPA) method is the method used in this research to measure the relationship between consumer perceptions and priorities for improving product/service quality, known as the analysis quadrant. In improving the quality of service, efforts are needed to meet patient expectations so that patients obtain satisfaction with the services provided by the hospital. This research was carried out by distributing 70 questionnaires with the aim of knowing the level of satisfaction of outpatients with the services provided by RSU Royal Prima Medan and to find out what attributes need to be improved and maintained. The results of the research obtained for the patient satisfaction score were 4.03, which based on the consumer satisfaction index, this score is classified as satisfactory. From the results of the analysis using the IPA method on a Cartesian diagram, there are 3 attributes whose quality needs to be improved and are the main priority for improvement in order to improve service quality, these attributes are in quadrant I. Furthermore, there are 6 attributes in this research whose achievements must be maintained, namely those in quadrant II.