TA DIGITAL
Analisis importance performance pelayanan non medis dengan harapan kepuasan pasien pada RS Roemani Muhammadiyah Semarang
A satisfaction represents consumers who contented with the given product or service in term of hospital. Consumers are not only repurchasing firm’s product and service, but they expend their satisfaction. Between Importance Performance Analysis (IPA) with satisfaction is mutually related. If the hospital service to patient is good, patient will get satisfy, so patient loyalty will be created. Patient will revisit if needing their medical care. So also with Roemani Muhammadiyah Hospital of Semarang, they will get it if they to do like that. The problem formulation within the research is determining the customer expectation difference with hospital performance for nonmedical care. The purpose is describing the respondent characteristic as according to response result from the given questioner. To analyze and study deeper the relationship between non-medical care with patient satisfaction in Roemani Muhammadiyah Hospital of Semarang we can use Importance Performance Analysis (IPA).
Population in the research is all inpatients at Roemani Muhammadiyah Hospital of Semarang start from January to May 2009 are 465. The research sample is 69 respondents. The questioner distribution contents data concerning service and inpatient satisfaction in Roemani Muhammadiyah Hospital is given to all inpatients. The questioner distributing in order to this research was performed four times in a month. Data Analysis Method which used is Importance Performance Analysis (IPA).
The research result is factors those including in a quadrant A are: the officer willingness to give an opinion (F3), doctor and officer medical sympathetic (E3), officer handiness (D3), patient handiness to receive the checking result (D5), and the facilitating care/service (C3). Factors includes in quadrant B are Interior and Exterior Design (B1), Room Freshness and Cleanness (B2), Equipment sophistication (B4), doctor professionalism (E1), Service Safety Warranty (E4), cordiality and good manners of hospital staffs (B1). Factor upon Quadrant C are officer cleanness and neatness (B3). The providing of information to patient (C2), Cashier handiness (D2), medical staff skill and ability (E2), the officer willingness to learn and give opinion toward patient in making decision (F2). Factors upon Quadrant D are officer efficiency (C1), officer fast reaction (C4), Caring Speed (D1), and Laboratory Examination Accuracy (D4).
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