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All Journal Jurnal Ilmiah Teknik Mesin & Industri (JITMI)
Nawirah, Luthfiah
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Industrial & Manufacturing Engineering Mechanical Engineering

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Patient Satisfaction Analysis Using Methods Importance Performance Analysis and Customer Satisfaction Index in Hospital Dr. Pirngadi Medan Nawirah, Luthfiah; Delvika, Yuana; Sutrisno, Sutrisno
Jurnal Ilmiah Teknik Mesin & Industri (JITMI) Vol 3, No 2 (2024): Jurnal Ilmiah Teknik Mesin & Industri (JITMI), November
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jitmi.v3i2.5383

Abstract

This research was conducted to determine the level of consumer satisfaction with the services of Regional General Hospital and to find out what attributes were the main priorities in improving service quality to improve service quality in Dr. Pirngadi Regional General Hospital, by distributing closed questionnaires and calculating using the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI) methods. From the calculation results of the Importance Performance Analysis (IPA) method, it had a conformity level value of 60.653% and in the Cartesian Chart of the 20 attributes, 8 attributes required repairing and improvement, namely attributes number 2, 6, 8, 9, 10, 11, 18 and 20. The calculation results of the Customer Satisfaction Index (CSI) method of Dr.Pirngadi Regional General Hospital Medan gained a score of 39.03% indicating that the customers of Dr.Pirngadi Regional General Hospital Medan who had felt "unsatisfied", so it could be said that the performance of Dr.Pirngadi Regional General Hospital Medan should be more improve the quality of service, especially on attributes which service values were less than satisfactory and could maintain or improve attributes that were very important and very satisfying to increase satisfaction with the services of Dr.Pirngadi Regional General Hospital Medan.
Co-Authors Sutrisno, Sutrisno yuana delvika, yuana