Quality Analysis of Health Center Service Management for Efforts to Improve Patient Satisfaction
DOI:
https://doi.org/10.59976/jebin.v1i2.20Abstract
Health Centers providing the best quality of service can affect consumer satisfaction in using services. If the quality of service, facilities, and promotions consumers offer is unsatisfactory, consumers no longer use Health Center services. This research focuses on consumer satisfaction with the services provided by the Health Center after using these services and what attributes need to be improved to increase customer satisfaction. This study aims to determine patient satisfaction with the services provided by Health Center X. The method used in this study is IPA (Importance Performance Analysis). This method, also known as quadrants analysis, aims to measure the relationship between consumer perception and the priority of improving the quality of products or services. Twenty-one attributes or statements represent each service dimension: tangibles, empathy, reliability, responsiveness, and assurance. For the quality of services provided by the Health Center to be improved, the Puskesmas must make improvements as soon as possible to statements that fall into the categories that need improvement, namely the words "Large car or motorcycle parking," "Officers carry out administrative processes quickly and precisely," "The ability of the Health Center to respond to complaints, criticisms, and suggestions from patients," and "Guarantee of trust given by officers to services." Puskesmas gets a customer satisfaction level value of 79.03%, which means that the performance given by the Health Center to customers or patients is included in the Satisfied category.
Downloads
References
Agarwal, R. (2023). Factors influence or inhibit the purchase intention towards rooftop solar: Using structural equation modeling and importance performance map analysis approach. Journal of Cleaner Production, 410. https://doi.org/10.1016/j.jclepro.2023.137109
Aghajanzadeh, M. (2022). Importance – Performance Analysis (IPA) of metro service attributes during the COVID-19 pandemic. Case Studies on Transport Policy, 10(3), 1661–1672. https://doi.org/10.1016/j.cstp.2022.06.005
Aicher, T. J. (2023). Looking beyond performance: understanding service quality through the importance-performance analysis. Sport Management Review, 26(3), 448–470. https://doi.org/10.1080/14413523.2022.2119722
Akbar, F. H. (2023). Effect of Quality of Dental Health Services to Patient Satisfaction in Indonesia 2019: Importance-Performance Analysis. Pesquisa Brasileira Em Odontopediatria e Clinica Integrada, 23. https://doi.org/10.1590/pboci.2023.031
Al-Dhaafri, H. S. (2023). The importance of service design and information and analysis in enhancing organizational performance through a mechanism of organizational excellence in public sector organizations. International Journal of Quality and Reliability Management, 40(9), 2166–2183. https://doi.org/10.1108/IJQRM-02-2021-0035
Aprilia, C. (2022). Measuring Tsunami Museum Visitor Satisfaction: An Importance Performance Map Analysis. Cogent Business and Management, 9(1). https://doi.org/10.1080/23311975.2021.2020398
Aqil, A. D. C. (2020). Studi kepustakaan mengenai kualitas pelayanan terhadap kepuasan pasien rawat jalan di rumah sakit: Literature study of service quality towards patients satisfaction in hospitals. Jurnal Ilmiah Pamenang, 2(2), 1–6.
Astari, D. W., Noviantani, A., & Simanjuntak, R. (2021). Kepuasan pasien terhadap mutu pelayanan keperawatan di era pandemi Covid-19 di Rumah Sakit Mata Cicendo. The Journal of Hospital Accreditation, 3(01), 34–38.
Aulia, D., Rahmiati, R., & Tabrani, G. (2019). Mengukur Kepuasan Pasien Rumah Sakit Islam Siti Rahmah Padang atas Kualitas Pelayanan Instalasi Farmasi dengan Menggunakan Metode Importance Performance Analysis. Jurnal Ecogen, 2(1), 11–17.
Choy, M. W. C. (2022). Factors influencing recommendation of sub-Saharan Africa travel products: A Hong Kong–Kenya importance–performance analysis. Tourism Economics, 28(4), 1101–1128. https://doi.org/10.1177/13548166211018286
Chuang, Y. C. (2023). Using hybrid consistent fuzzy preference relations–importance-performance analysis model to improve shared decision-making quality based on orthopaedic nurses’ perceptions. Journal of Clinical Nursing, 32(13), 3568–3575. https://doi.org/10.1111/jocn.16427
Das, A. K. (2022). Importance–Performance Analysis to assess community role in solid waste management in the Hooghly District, West Bengal. Innovative Infrastructure Solutions, 7(3). https://doi.org/10.1007/s41062-022-00776-1
deSouza, R. (2022). Using value equity drivers to understand parents’ perspectives of youth summer Hockey camps: an importance-performance analysis. Leisure/ Loisir, 46(2), 293–319. https://doi.org/10.1080/14927713.2021.1971556
Fakfare, P. (2023). Examining the influential components of tourists’ intention to use travel apps: the importance–performance map analysis. Journal of Hospitality and Tourism Insights, 6(3), 1144–1168. https://doi.org/10.1108/JHTI-02-2022-0079
Fan, S. C. (2022). An importance–performance analysis (IPA) of teachers’ core competencies for implementing maker education in primary and secondary schools. International Journal of Technology and Design Education, 32(2), 943–969. https://doi.org/10.1007/s10798-020-09633-7
Gai, S. (2022). Users’ views on cultural ecosystem services of urban parks: An importance-performance analysis of a case in Beijing, China. Anthropocene, 37. https://doi.org/10.1016/j.ancene.2022.100323
Gai, S. (2023). Importance–performance analysis and improvement of an urban park’s cultural ecosystem services based on users’ perspectives: A Beijing case study. Journal of Asian Architecture and Building Engineering, 22(2), 726–739. https://doi.org/10.1080/13467581.2022.2049800
Girma, M. (2022). Importance performance analysis for evaluating city bus service quality in Addis Ababa, Ethiopia. Urban, Planning and Transport Research, 10(1), 451–465. https://doi.org/10.1080/21650020.2022.2099968
Hu, K. C. (2022). Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services. International Journal of Logistics Management, 33(2), 477–498. https://doi.org/10.1108/IJLM-12-2020-0491
Ikasari, D. (2022). The Quality Analysis of Smart Zoning Application Web Using Webqual and Importance Performance Analysis Method, Case Study Election of Senior High School in Depok. In HORA 2022 - 4th International Congress on Human-Computer Interaction, Optimization and Robotic Applications, Proceedings. https://doi.org/10.1109/HORA55278.2022.9799927
Ji, Y. (2022). Sustainable Home Meal Replacement (HMR) Consumption in Korea: Exploring Service Strategies Using a Modified Importance–Performance Analysis. Foods, 11(6). https://doi.org/10.3390/foods11060889
Lankia, T. (2022). Importance-performance analysis of the fishing tourism service structure: Recreational anglers’ preferences on the remote salmon river of Teno in Finland. Fisheries Research, 254. https://doi.org/10.1016/j.fishres.2022.106425
Le, A. T. H. (2023). Project cost control system and enabling-factors model: PLS-SEM approach and importance-performance map analysis. Engineering, Construction and Architectural Management. https://doi.org/10.1108/ECAM-07-2022-0619
Luo, Y. F. (2022). New media literacy and news trustworthiness: An application of importance–performance analysis. Computers and Education, 185. https://doi.org/10.1016/j.compedu.2022.104529
Ma, H. (2022). Evaluating Tourist Experience of Rural Homestays in Coastal Areas by Importance–Performance Analysis: A Case Study of Homestay in Dapeng New District, Shenzhen, China. Sustainability (Switzerland), 14(11). https://doi.org/10.3390/su14116447
Magno, F. (2023). The effects of chatbots’ attributes on customer relationships with brands: PLS-SEM and importance–performance map analysis. TQM Journal, 35(5), 1156–1169. https://doi.org/10.1108/TQM-02-2022-0080
Manurung, A. J., Anggela, P., & Wahyudi, T. (2022). PENINGKATAN KUALITAS PELAYANAN KESEHATAN PASIEN RAWAT INAP DI RSIA NABASA DENGAN METODE SERVICE QUALITY (SERVQUAL), DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA). Jurnal TIN Universitas Tanjungpura, 6(2).
Mejia, C. (2022). Importance-performance analysis of socially sustainable practices in U.S. restaurants: A consumer perspective in the quasi-post-pandemic context. International Journal of Hospitality Management, 103. https://doi.org/10.1016/j.ijhm.2022.103209
Nguyen, T. Q. (2022). Assessing port service quality: An application of the extension fuzzy AHP and importance-performance analysis. PLoS ONE, 17(2). https://doi.org/10.1371/journal.pone.0264590
Nuraina, N. (2022). The perception of the farmer on dairy cooperative feed mill logistics service using customer satisfaction index (CSI) and importance-performance analysis (IPA). In IOP Conference Series: Earth and Environmental Science (Vol. 1001, Issue 1). https://doi.org/10.1088/1755-1315/1001/1/012025
Oey, E. (2023). Comparing two ways of integrating fuzzy Kano and importance performance analysis - with a case study in a beauty clinic. International Journal of Productivity and Quality Management, 38(3), 285–311. https://doi.org/10.1504/IJPQM.2023.129604
Preziosi, M. (2022). Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction. Sustainability (Switzerland), 14(6). https://doi.org/10.3390/su14063575
Qian, T. Y. (2023). Toward a better understanding of core and peripheral market demand for women’s spectator sports: An importance-performance map analysis approach based on gender. Sport Management Review, 26(1), 114–134. https://doi.org/10.1080/14413523.2022.2038922
Rahmawati, M. A., & Deharja, A. (2020). Analisis Tingkat Kepuasan Pasien BPJS Unit Rawat Inap dengan Metode IPA di Rumah Sakit Baladhika Husada Jember Tahun 2019. J-REMI: Jurnal Rekam Medik Dan Informasi Kesehatan, 1(3), 337–346.
Rishi, B. (2022). Examining the dynamics leading towards credit card usage attitude: an empirical investigation using importance performance map analysis. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00181-w
Sukardi. (2022). Evaluation of Educational Service Quality of Vocational High School (VHS) Based on Importance Performance Analysis (IPA) Quadrant. Eurasian Journal of Educational Research, 2022(97), 27–42. https://doi.org/10.14689/ejer.2022.97.02
Sumrit, D. (2023). Winning customer satisfaction toward omnichannel logistics service quality based on an integrated importance-performance analysis and three-factor theory: Insight from Thailand. Asia Pacific Management Review, 28(4), 531–543. https://doi.org/10.1016/j.apmrv.2023.03.003
Syah, A. M. (2022). BUSINESS CAPABILITIES IN THAILAND’S LOWER-TIER CITIES: IMPORTANCE-PERFORMANCE ANALYSIS. International Journal of Professional Business Review, 7(6). https://doi.org/10.26668/businessreview/2022.v7i6.900
Tuan, V. A. (2022). Public transport service quality: Policy prioritization strategy in the importance-performance analysis and the three-factor theory frameworks. Transportation Research Part A: Policy and Practice, 166, 118–134. https://doi.org/10.1016/j.tra.2022.10.006
Vena-Oya, J. (2023). Importance–performance analysis of olive oil tourism activities: Differences between national and international tourists. Journal of Vacation Marketing. https://doi.org/10.1177/13567667221147316
Wohlfart, O. (2022). Aligning competence-oriented qualifications in sport management higher education with industry requirements: An importance–performance analysis. Industry and Higher Education, 36(2), 163–176. https://doi.org/10.1177/09504222211016284
Zhou, X. (2022). Survey on the tourist satisfaction of rural homestay based on the theory of importance–performance analysis. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.940345
Ziwei, K. (2023). Optimizing palliative care education through undergraduate nursing students’ perceptions: Application of importance-performance analysis and Borich needs assessment model. Nurse Education Today, 122. https://doi.org/10.1016/j.nedt.2023.105719
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Jihan Rismawati, Nanda Odelia Gultom
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.