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Syahwildan, Mhd.
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Decision Sciences, Operations Research & Management

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Patient Perceptions of Service Quality at dr. Charles P.J. Suoth Lanud Sam Ratulangi Hospital Using the Importance Performance Analysis (IPA) Method Syahwildan, Mhd.; Rohendi, A; Rahim, Agus Hadian
Business Management Vol 5, No 1 (2026): Business Management Februari
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/bisnis.v5i1.10382

Abstract

This study examined patient perceptions of service quality at dr. Charles P.J. Suoth Lanud Sam Ratulangi Hospital using the Importance Performance Analysis (IPA) method integrated with Servqual. A qualitative descriptive research design was employed, involving 38 inpatients selected through double sampling. Five service quality dimensions were evaluated: Tangibles, Reliability, Responsiveness, Safety, and Empathy. Servqual analysis revealed that negative gap values predominated across 19 of 27 attributes, with the Empathy dimension recording the largest mean gap (−0.25). IPA quadrant mapping identified six attributes requiring immediate improvement, four to be maintained, five of low priority, and twelve exceeding patient expectations. Improvement strategies are recommended in three domains: physical facility expansion, staff communication training, and service timeliness enforcement. The findings underscore the centrality of interpersonal dimensions—particularly Empathy and Responsiveness—in shaping overall patient satisfaction in military hospital settings.
Co-Authors Agus Hadian Rahim Rohendi, A