ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN YANG DIBERIKAN OLEH RUMAH SAKIT DENGAN METODE SERVQUAL, IMPORTANCE PERFORMANCE ANALYSIS DAN CUSTOMER SATISFACTION INDEX

Abstract

Given the importance of health services for every resident, making a hospital
has an important role in responding to the community's need for health
services. Health services should be enjoyed by all communities. The role of the
hospital as a curative, rehabilitative, promotive and preventive service
provider, occupies an important role in the health service system, so efforts to
improve the quality of hospital services become a priority in health
development. It is feasible to strive for the whole society to enjoy health services
in an affordable and evenly served (Azwar, 1996), in the research of patient
satisfaction on services provided by this hospital will use three methods of
customer satisfaction that is Method Imprtance Perfomance Analysis , Servqual
Method, Customer Method and Satisfaction Index. By using research variables
are responsiveness, reliability, assurance, empathy and physical evidence.
Based on servqual analysis there are still many negative values, this indicates
that the patient has not felt not satisfied with the services provided by the
hospital or the quality of service has not been able to satisfy the patient. Based
on the Cartesian diagram of Importance Perfomance Analysis, patients feel less
satisfied with service performance compared to service satisfaction, where
patients consider less important service performance for patients but the
implementation is considered normal. Based on the value of customer
satisfaction index service performance criteria provided by the hospital is still
not good degan CSI value of 32.9%

Keywords: Importance Performance and Analysis, Kepuasan Pelanggan,
Servqual dan Customer Satisfaction Index