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All Journal Community: Jurnal Hasil Penelitian dan Pengabdian Masyarakat
Putri Nur Syafira
Universitas Singaperbangsa Karawang
Education Public Health Social Sciences

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Analysis of Patient Satisfaction with Service Quality at Mardhani Clinic Karawang Using Importance-Performance Analysis (IPA) Putri Nur Syafira; Ina Ratnasari
Community: Jurnal Hasil Penelitian dan Pengabdian Masyarakat Vol. 5 No. 1 (2026): Action Research and Community Development
Publisher : Perkumpulan Dosen Tarbiyah Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61166/community.v5i1.368

Abstract

Patient satisfaction is a key indicator for assessing healthcare service quality and serves as a foundation for healthcare facilities to implement continuous service improvements. This study aims to analyze patient satisfaction levels regarding service quality at Mardhani Clinic Karawang using the Importance-Performance Analysis (IPA) method. A quantitative approach was employed, utilizing a survey of 30 patients selected through accidental sampling. Data were collected via a five-point Likert scale questionnaire and analyzed using validity and reliability tests, gap analysis, and IPA. The results indicate that the average importance score (4.37) exceeded the average performance score (4.32), revealing that certain service attributes did not fully meet patient expectations. Although the service quality at Mardhani Clinic was generally rated positively, the IPA results identified specific attributes requiring priority improvement. These findings are intended to serve as a basis for evaluation and recommendations for the clinic's management to enhance service quality and patient satisfaction continuously.
Co-Authors Ina Ratnasari