Patient Perceptions of Service Quality at dr. Charles P.J. Suoth Lanud Sam Ratulangi Hospital Using the Importance Performance Analysis (IPA) Method

Mhd. Syahwildan, A Rohendi, Agus Hadian Rahim

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.

Keywords


Patient Satisfaction; Service Quality; Importance Performance Analysis; Hospital; Servqual.

Full Text:

PDF

References


H. M. Al-Borie and A. M. S. Damanhouri, "Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis," Int. J. Health Care Qual. Assur., vol. 26, no. 1, pp. 20-30, 2013.

J. A. Martilla and J. C. James, "Importance-Performance Analysis," J. Mark., vol. 41, no. 1, pp. 77-79, 1977.

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "A conceptual model of service quality and its implications for future research," J. Mark., vol. 49, no. 4, pp. 41-50, 1985.

V. A. Zeithaml, A. Parasuraman, and L. L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 1990.

F. Tjiptono and G. Chandra, Service, Quality & Satisfaction, 3rd ed. Yogyakarta: Andi, 2011.

F. Tjiptono, Service Management: Mewujudkan Layanan Prima. Yogyakarta: Andi, 2012.

P. Kotler and K. L. Keller, Marketing Management, 14th ed. Upper Saddle River, NJ: Pearson Prentice Hall, 2012.

Sugiyono, Metode Penelitian Kualitatif. Bandung: CV Alfabeta, 2020.

J. Supranto, Pengukuran Tingkat Kepuasan Pelanggan. Jakarta: Rineka Cipta, 2006.

A. G. Muninjaya, Manajemen Mutu Pelayanan Kesehatan, 2nd ed. Jakarta: EGC, 2015.

Nursalam, Manajemen Keperawatan: Aplikasi dalam Praktek Keperawatan Profesional. Jakarta: Salemba Medika, 2002.

J. L. B. Sagala, "Pengembangan sistem penilaian kualitas pelayanan dengan metode IPA," J. Tek. Inform., vol. 1, pp. 1-10, 2014.

U. Eman, "Analisis kepuasan pasien rawat inap pada RS Delima Asih Medika Karawang," J. Ekon. Manaj., vol. 5, pp. 1-12, 2013.

Government of Indonesia, Law No. 44 of 2009 on Hospitals. Jakarta, 2009.

Ministry of Health Republic of Indonesia, Ministerial Regulation No. 13 of 2015 on Environmental Health at Primary Health Centers. Jakarta, 2015.




DOI: http://dx.doi.org/10.58258/bisnis.v5i1.10382

Refbacks

  • There are currently no refbacks.


Lisensi Creative Commons
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.

Bussiness Management
p-ISSN: 2828-8203, e-ISSN: 2828-7606
Jurnal ini diterbitkan oleh Lembaga Penelitian dan Pendidikan (LPP) Mandala.

Alamat: Jl. Lingkar Selatan, Perum Elit kota Mataram Asri Blok O. No. 35, Jempong Baru, Sekarbela, Kota Mataram NTB. Indonesia