A Study On In-Patient Satisfaction In Uki Hospital Using Servqual And Importance Performance Analysis
Volume 3 - Issue 7, July 2019 Edition
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Author(s)
Sudung Nainggolan
Keywords
SERVQUAL, Customer satisfaction, Importance Performance Analysis, In-patient, Cartesius Diagram, Teaching Hospital
Abstract
Hospital services are one of the services that are needed by the community regardless of one's social status. According to government regulations, hospitals are health facilities that provide health services evenly, prioritizing efforts to cure diseases and health recovery, and prevention of diseases in a referral order, and can be used for energy education and research. Hospitals continue to experience an increase in demand for outpatient care and hospitalization. The objectives of this study was to find out whether there is a gap between perceived quality of service and the quality of services expected by the inpatients, and identifying variables that must be prioritized by the hospital. Descriptive survey study design was adopted for this study. The respondents in this study were patient hospitalized at UKI General Hospital. Non probability purposive sampling technique was used and 172 patients was selected through face to face interview using a structured questionnaire. The SERVQUAL model with five dimensions namely: tangibility, responsiveness, assurance, empathy and reliability were used to best describe the service quality of the hospital. Data was collected from October 2018 to February 2019. Data analysis techniques using Importance Performance Analysis with SPSS software version 23.0. Based on the study finding, in Quadrant I (Concentrate Here) there were tangible variables considered by patients of the UKI General Hospital to be important but in fact the tangible performance of the UKI General Hospital was considered lacking by patients. In quadrant II (Keep Up the Good Work), there is a reliability and assurance variable where the variable is considered by the patients of the UKI General Hospital important and the performance of these variables is in accordance with the patient's expectations. In quadrant III (Low Priority), there is a responsiveness variable. Where the variable is considered by the patient to be less important and its performance is felt by ordinary patients. In quadrant IV (Possible Overkill), empathy variable where the patient's expectations for this assurance variable are less important and their performance is considered good by patients at UKI General Hospital.
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