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Analyzing patient satisfaction towards resident at internal medicine departement in hasan sadikin hospital bandung using revised importance–performance analysis
Qarari H.A.a, Anwar R.b, Basri M.H.a, Nuraeni S.a
a Institut Teknologi Bandung, Indonesia
b RSUP Dr. Hasan Sadikin Bandung, Indonesia
[vc_row][vc_column][vc_row_inner][vc_column_inner][vc_separator css=”.vc_custom_1624529070653{padding-top: 30px !important;padding-bottom: 30px !important;}”][/vc_column_inner][/vc_row_inner][vc_row_inner layout=”boxed”][vc_column_inner width=”3/4″ css=”.vc_custom_1624695412187{border-right-width: 1px !important;border-right-color: #dddddd !important;border-right-style: solid !important;border-radius: 1px !important;}”][vc_empty_space][megatron_heading title=”Abstract” size=”size-sm” text_align=”text-left”][vc_column_text]© 2018, Universiti Malaysia Sarawak. All Rights Reserved.Service quality has become important things for health care organization to fulfill patient satisfaction. It also applied in Hasan Sadikin Hospital Bandung especially when they get into Joint Commission International (JCI) to achieved international accreditation. Hasan Sadikin Hospital needs to identify attributes that more influential on the level of patient satisfaction to provide better service. Therefore, this research conducted to classify the attributes as well as proposing some recommendations for the resident in Internal Medicine Department. The concepts that used in this research are IPA, three-factor theory of customer satisfaction, cluster analysis, and SERVQUAL dimensions. The result showed that there are five attributes categorized as the basic factor, three attributes as the performance factor, and one attribute as an excitement factor. Based on these results, the proposed recommendations are improve services that related to the basic factor, prioritize institution’s strategy to increase the performance factor as competitive advantage, and make excitement factor as unique component that stand-out from another hospital to accommodate Hasan Sadikin Hospital achieving international accreditation.[/vc_column_text][vc_empty_space][vc_separator css=”.vc_custom_1624528584150{padding-top: 25px !important;padding-bottom: 25px !important;}”][vc_empty_space][megatron_heading title=”Author keywords” size=”size-sm” text_align=”text-left”][vc_column_text][/vc_column_text][vc_empty_space][vc_separator css=”.vc_custom_1624528584150{padding-top: 25px !important;padding-bottom: 25px !important;}”][vc_empty_space][megatron_heading title=”Indexed keywords” size=”size-sm” text_align=”text-left”][vc_column_text]Cluster analysis,Importance-performance analysis,Patient satisfaction,Service quality,Three factor theory[/vc_column_text][vc_empty_space][vc_separator css=”.vc_custom_1624528584150{padding-top: 25px !important;padding-bottom: 25px !important;}”][vc_empty_space][megatron_heading title=”Funding details” size=”size-sm” text_align=”text-left”][vc_column_text][/vc_column_text][vc_empty_space][vc_separator css=”.vc_custom_1624528584150{padding-top: 25px !important;padding-bottom: 25px !important;}”][vc_empty_space][megatron_heading title=”DOI” size=”size-sm” text_align=”text-left”][vc_column_text][/vc_column_text][/vc_column_inner][vc_column_inner width=”1/4″][vc_column_text]Widget Plumx[/vc_column_text][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row][vc_column][vc_separator css=”.vc_custom_1624528584150{padding-top: 25px !important;padding-bottom: 25px !important;}”][/vc_column][/vc_row]