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All Journal Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Jurnal Manajemen Informasi dan Administrasi Kesehatan JURNAL KESEHATAN INDRA HUSADA Journal Informatic, Education and Management (JIEM) Service Management Triangle : Jurnal Manajemen Jasa Economic Reviews Journal Journal of Social And Economics Research Gemilang: Jurnal Manajemen dan Akuntansi Co-Creation : Jurnal Ilmiah Ekonomi Manajemen Akuntansi dan Bisnis Innovative: Journal Of Social Science Research Jurnal Aplikasi Manajemen & Kewirausahaan MASSARO Jurnal Pengabdian Masyarakat dan Riset Pendidikan IJMI Jurnal Ekonomi, Manajemen Pariwisata dan Perhotelan
Purwadhi
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Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Journal : Innovative: Journal Of Social Science Research

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Evaluasi Tingkat Kualitas Pelayanan Pasien Rawat Jalan Menggunakan Metode Importance Performance Analysis (Studi Kasus RS Wava Husada Malang) As’ady, BJ. Azmy; Yogiyopranoto, Muhammad; Purwadhi; Widjaja, Yani Restiani
Innovative: Journal Of Social Science Research Vol. 5 No. 4 (2025): Innovative: Journal Of Social Science Research
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/innovative.v5i4.20690

Abstract

Quality outpatient services are crucial for patient satisfaction and loyalty. This study aims to assess the performance and determine the priority of service improvement of Wava Husada Hospital Malang outpatient installation. The Importance Performance Analysis method was applied to 27 attributes based on five dimensions of quality, through a Likert scale questionnaire that assesses perception (performance) and expectations (importance). The average performance score of 3.9 and importance of 3.8 resulted in a positive gap of 0.1, indicating that patient satisfaction has been met. Kartesius diagram placed five attributes among them waiting time, staff responsiveness, schedule accuracy, queue compliance, and politeness in quadrant A, requiring immediate improvement, while the other ten attributes were in quadrant B and needed to be maintained. Overall, the hospital was able to provide services beyond expectations, but time discipline and fast response must continue to be improved in order to maintain competitive advantage.
Co-Authors Abdi Wijaya, Abdi Arif rachman As’ady, BJ. Azmy Chandra Permana Devin Wirawan Dhian Tyas Utami Fanny Fardiyani Feronica Melinda Muskitta Hakim, Bagus Lukman Idryareza Augustyana, Denna Ignatius Wiseto Prasetyo Agung Ismi Kusuma Dewi Juliana, Dewi Sri Kahar Mulyani M. Rizki Fazrian Danu Mardiyanto, Fransiska Yan Devina Maria Vita Widiyaningsih Mauriska Nara Sandi Muhammad Rakha Gustiawan Mulyani, Kahar Mutiara Sari, Putri Nanda Sari, Dhiastika Nining Handayani Ratnawati, Yeni Rian Andriani, Rian Ropa Mustopa Nurrahman Saparingga Dasti Putri Tia Oktavia Tyas Utami, Dhian Uci Intan Permatasari Widya Musthika, Fauziyah Yani Yani Restiani Widjaja Yani Restiani Widjaja, Yani Restiani Yanuar Ermawati Yogiyopranoto, Muhammad Yuan Ade Sukma