ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS
PELAYANAN PUSKESMAS DENGAN METODE CUSTOMER SATISFACTION INDEX (CSI) DAN IMPORTANCE-PERFORMANCE ANALYSIS (IPA)
(STUDI KASUS PUSKESMAS KEDAMEAN GRESIK)
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Institusion
Universitas Pembangunan Nasional Veteran Jawa Timur
Author
GUSTI , BAGUS PRAKASA
Subject
HF5415.335 Consumer Satisfaction
Datestamp
2014-08-27 02:19:56
Abstract :
In line with the increasing demand of medical services , the government has provided some health facilities as well as health care workers , is one of its facilities through health centers . In accordance with its mission , health centers must provide good service and quality so as to improve public health and the environment . In this final project to analyze the level of customer satisfaction in Gresik Kedamean health center that has been in service activities conducted there are complaints and has not been tested against its services , by using the method of CSI ( Customer Satisfaction Index ) obtained customer satisfaction index ( patients ) of 70.8166 % which describe the health center Kedamean Gresik satisfied customers for services rendered , but still need to be repaired again . To find out what are the attributes that need to be improved to analyze IPA ( Importance- Performance Analysis ) which produces some of the attributes that must be fixed service attributes A3, B2, B3, C2, C3, E1 existing quadrant B, and service attributes A2, A4,C1,D existing quadrant A. Keywords: Customer satisfaction, CSI (Customer Satisfaction Index), IPA 1 (Importance-Performance Analysis).
In line with the increasing demand of medical services , the government has provided some health facilities as well as health care workers , is one of its facilities through health centers . In accordance with its mission , health centers must provide good service and quality so as to improve public health and the environment . In this final project to analyze the level of customer satisfaction in Gresik Kedamean health center that has been in service activities conducted there are complaints and has not been tested against its services , by using the method of CSI ( Customer Satisfaction Index ) obtained customer satisfaction index ( patients ) of 70.8166 % which describe the health center Kedamean Gresik satisfied customers for services rendered , but still need to be repaired again . To find out what are the attributes that need to be improved to analyze IPA ( Importance- Performance Analysis ) which produces some of the attributes that must be fixed service attributes A3, B2, B3, C2, C3, E1 existing quadrant B, and service attributes A2, A4,C1,D existing quadrant A. Keywords: Customer satisfaction, CSI (Customer Satisfaction Index), IPA 1 (Importance-Performance Analysis).
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