Mutu Pelayanan Rawat Inap dengan Metode Importance Performance Analysis di RSUD Karel Sadsuitubun Kabupaten Maluku Tenggara: Quality of Inpatient Services with Importance Performance Analysis Method at RSUD Karel Sadsuitubun, Southeast Maluku Regency - Fernatubun, Andri; Multazam, Andi Muhammad; Batara, Andi Surahman (Postgraduate Program in Public Health, Universitas Muslim Indonesia, 2025)
ABSTRAK Latar Belakang: Tingkat kepuasaan pelayanan sangat dipengaruhi oleh mutu suatu produk (baik berupa barang maupun jasa). Pengukuran tingkat kepuasan atau suatu produk sangat erat hubungannya dengan mutu produk tersebut. Pelanggan puas akan membeli lebih banyak dan lebih sering, mereka yang akan merekomendasikan kepada kerabat dan teman-teman nya. Selain itu pasien yang merasa puas akan mematuhi pengobatan dan mau datang berobat kembali. Tujuan: Untuk menganalisis mutu pelayanan rawat inap dengan metode importance performance analysis di RSUD Karel Sadsuitubun Kabupaten Maluku Tenggara. Metode: Penelitian ini menggunakan desain penelitian deskriptif kuantitatif. Penelitian ini dilaksanakan di instalasi rawat inap, ruangan bedah RSUD Karel Sadsuitubun Kabupaten Maluku Tenggara pada bulan Oktober – November 2024. Pada penelitian ini digunakan analisis univariat dan bivariat. Hasil: 1) Tingkat persepsi pasien rendah terhadap atribut dimensi mutu pelayanan tangibles yaitu kebersihan, kerapian, dan kenyamanan ruangan dan tingkat persepsi pasien tinggi terhadap atribut dimensi mutu pelayanan reliability yaitu ketepatan waktu pelayanan pemberian makan; 2) Rata-rata skor tingkat persepsi dan harapan seluruh atribut dimensi mutu pelayanan digunakan sebagai dasar untuk menyusun diagram. Sedangkan rata-rata nilai harapan dan nilai persepsi tiap atribut dimensi mutu pelayanan digunakan untuk menetukan posisi dari masing-masing atribut dimensi mutu pelayanan dalam diagram; 3) Atribut-atribut dimensi mutu pelayanan reliability, responsiveness, assurance, empathy, dan tangibles tersebar ke dalam 4 kuadran pada diagram. Dimana sebagian besar atribut dimensi mutu pelayanan terletak pada kuadran B yaitu, tujuh atribut terletak pada kuadran A, delapan belas atribut terletak pada kuadran B, empat atribut terletak pada kuadran C, dan tiga atribut terletak pada kuadran D; 4) Mutu pelayanan rawat inap yang dapat dilakukan adalah dengan mempertahankan performance (kinerja) layanan kesehatan tanpa mengabaikan atribut lainnya yang berada di kuadran A, C, dan D. ABSTRACT Background: The level of service satisfaction is strongly influenced by the quality of a product (both in the form of goods and services). Measuring the level of satisfaction or a product is closely related to the quality of the product. Satisfied customers will buy more and more often, those who will recommend to their relatives and friends. In addition, satisfied patients will adhere to treatment and want to come back for treatment. Objective: To analyze the quality of inpatient services with the importance performance analysis method at RSUD Karel Sadsuitubun, Southeast Maluku Regency. Method: This study used a quantitative descriptive research design. This research was conducted in the inpatient installation, surgical room of the Karel Sadsuitubun Hospital, Southeast Maluku Regency in October - November 2024. This study used univariate and bivariate analysis. Results: 1) The level of patient perception is low on the attributes of the tangibles service quality dimension, namely cleanliness, neatness, and comfort of the room and the level of patient perception is high on the attributes of the reliability service quality dimension, namely the timeliness of feeding services; 2) The average score of the level of perception and expectation of all attributes of service quality dimensions is used as the basis for compiling the diagram. While the average expectation value and perception value of each service quality dimension attribute is used to determine the position of each service quality dimension attribute in the diagram; 3) The service quality dimension attributes of reliability, responsiveness, assurance, empathy, and tangibles are spread into 4 quadrants on the diagram. Where most of the service quality dimension attributes are located in quadrant B, namely, seven attributes are located in quadrant A, eighteen attributes are located in quadrant B, four attributes are located in quadrant C, and three attributes are located in quadrant D; 4) The quality of inpatient services that can be done is to maintain the performance of health services without ignoring other attributes that are in quadrants A, C, and D.