Kepuasan Pasien Terhadap Pelayanan Medical Center Its Menggunakan Metode Importance Performance Analysis Dan Customer Satisfaction Index

Sumarsono, Nucifera Permatasari (2023) Kepuasan Pasien Terhadap Pelayanan Medical Center Its Menggunakan Metode Importance Performance Analysis Dan Customer Satisfaction Index. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Kesehatan adalah keadaan sehat secara fisik, mental, spiritual, maupun sosial yang memungkinkan setiap orang untuk hidup produktif secara sosial dan ekonomi. Seiring berkembangnya zaman pengobatan mulai disempurnakan dan mulai didirikan tempat-tempat pengobatan sebagai layanan kesehatan terhadap manusia seperti balai pengobatan atau medical center. Begitupula yang dilakukan oleh kampus ITS untuk melayani kesehatan civitas akademikannya dan umum, ITS mendirikan medical center. Kepuasan pasien medical center menjadi salah satu tolok ukur keberhasilan dari pelayanan dan fasilitas yang telah disediakan oleh pihak medical center. Dalam rangka memenuhi kualitas pelayanan medical center, sehingga diperlukan strategi untuk melihat tingkat kepuasan. Metode yang digunakan pada penelitian ini yaitu Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) yang bertujuan untuk mengetahui tingkat kepuasan pasien medical center dan variabel pelayanan apa saja yang memerlukan perhatian. Harapannya penelitian ini dapat menjadi kajian dan referensi untuk pihak medical center dalam meningkatkan kualitas pelayanan dan fasilitas yang disediakan sebagai langkah peningkatan kepuasan pasien medical center ITS. Variabel penelitian yang digunakan dalam penelitian ini adalah dimensi pelayanan yang terdiri dari tangibility, empathy, responsiveness, reliability, dan assurance. Hasil dari analisis dan pembahasan adalah pasien merasa sangat puas terhadap pelayanan di di medical center ITS, namun terdapat beberapa atribut yang harus diperbaiki atau menjadi prioritas utama dari Dimensi Daya Tanggap (Responsiveness) pada atribut kecepatan layanan, Dimensi Kehandahalan (Reliability) pada atribut kelengkapan fasilitas dan kelengkapan peralatan, Secara keseluruhan perlu adanya peningkatan kinerja dan kualitas pelayanan pada semua atribut pada seluruh dimensi kualitas layanan.
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Health is a state of physical, mental, spiritual, and social health that allows everyone to live a socially and economically productive life. Along with the development of the age of medicine began to be refined and began to be established places of treatment as health services to humans such as medical centers or medical centers. Likewise, what the ITS campus does to serve the health of its academic community and the general public, ITS established a medical center. The satisfaction of medical center patients is one of the tollsok measure the success of the services and facilities that have been provided by the medical center. In order to meet the quality of medical center services, a strategy is needed to see the level of satisfaction. The methods used in this study are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) which aim to determine the level of satisfaction of medical center patients and what service variables require attention. It is hoped that this research can be a study and reference for the medical center in improving the quality of services and facilities provided as a step to increase the satisfaction of ITS medical center patients. The research variables used in this study are service dimensions consisting of tangibility, empathy, responsiveness, reliability, and assurance. The results of the analysis and discussion are that the patient is very satisfied with the service at the ITS medical center, but there are several attributes that must be improved or become top priority from the Responsiveness Dimension on the service speed attribute, the Reliability Dimension on the completeness of the facility attribute and equipment completeness. Overall, it is necessary to increase the performance and quality of service on all attributes on all dimensions of service quality.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Customer Satisfaction Index, Importance Performance Analysis, Pelayanan, Tingkat Kepuasan Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Patient Satisfaction, Medical Center ITS
Subjects:	H Social Sciences > HA Statistics > HA29 Theory and method of social science statistics
Divisions:	Faculty of Vocational > 49501-Business Statistics
Depositing User:	Nucifera Permatasari Sumarsono
Date Deposited:	03 Aug 2023 15:09
Last Modified:	03 Aug 2023 15:09
URI:	http://repository.its.ac.id/id/eprint/98393

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