Patient Satisfaction Analysis of Service Quality with Importance Performance Analysis (IPA) Method and Customer Satisfaction Index (CSI)

Pasukat Sembiring, Ujian Sinulingga, Marihat Situmorang

2018

Abstract

Satisfaction is the level of one's feelings after comparing the performance or results they feel with expectations. Importance Performance Analysis (IPA) method and Customer Satisfaction Index (CSI) is one of the methods used to determine the level of conformance between performance and expectations. In this study IPA and CSI methods were used to determine the level of patient satisfaction in one hospital in Sumatra Utara with a sample of 83 respondents. Data collection methods using questionnaires and conducting interviews directly with respondents. The method used to measure the quality of service is applied SERVQUAL method with five dimensions of service characteristics namely, physical evidence, reliability, responsiveness, assurance and awareness. The results of data analysis applied IPA method that there are four service attributes that must be repaired by the hospital because the quality of service is still considered low but its performance is considered very important by the patient. The results of data analysis applied the CSI method indicate that the level of patient satisfaction with the quality of care at the hospital is 0,82, this is included in the category of very satisfied.

Paper Citation

in Harvard Style

Sembiring P., Sinulingga U. and Situmorang M. (2018). Patient Satisfaction Analysis of Service Quality with Importance Performance Analysis (IPA) Method and Customer Satisfaction Index (CSI).In Proceedings of the International Conference of Science, Technology, Engineering, Environmental and Ramification Researches - Volume 1: ICOSTEERR, ISBN 978-989-758-449-7, pages 969-974. DOI: 10.5220/0010077609690974

in Bibtex Style

@conference{icosteerr18,
author={Pasukat Sembiring and Ujian Sinulingga and Marihat Situmorang},
title={Patient Satisfaction Analysis of Service Quality with Importance Performance Analysis (IPA) Method and Customer Satisfaction Index (CSI)},
booktitle={Proceedings of the International Conference of Science, Technology, Engineering, Environmental and Ramification Researches - Volume 1: ICOSTEERR,},
year={2018},
pages={969-974},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010077609690974},
isbn={978-989-758-449-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference of Science, Technology, Engineering, Environmental and Ramification Researches - Volume 1: ICOSTEERR,
TI - Patient Satisfaction Analysis of Service Quality with Importance Performance Analysis (IPA) Method and Customer Satisfaction Index (CSI)
SN - 978-989-758-449-7
AU - Sembiring P.
AU - Sinulingga U.
AU - Situmorang M.
PY - 2018
SP - 969
EP - 974
DO - 10.5220/0010077609690974