PATIENT SATISFACTION ANALYSIS IN HASAN SADIKIN HOSPITAL AT PEDIATRIC DEPARTMENT BY COMPARING IPA AND THREE FACTOR ANALYSIS

Fitroh, Fitroh and Anwar, Ruswana and Basri, Mursyid H and Dewanata, Indra (2016) PATIENT SATISFACTION ANALYSIS IN HASAN SADIKIN HOSPITAL AT PEDIATRIC DEPARTMENT BY COMPARING IPA AND THREE FACTOR ANALYSIS. International Conference on Ethics of Business, Economics, and Social Science. pp. 127-139. ISSN 2528-617X

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Abstract

Patient satisfaction is one of several factor of successful business in a hospital. This research chooses the service industry on health care institution in hasan sadikin hospital at Bandung, Indonesia. Hasan sadikin hospital wants to improve their service to get more satisfaction from the patient as the one of several aspect to get the International Accreditation from Joint Commission International (JCI) that responsible for determining and assessing the performance standards of health care providers. Researcher will be focused on service given by resident in pediatric department to the patient in class three. This research used several theoretical , first Revised Importance – Performance Analysis (IPA), As theoretical has shown, revised IPA using regression analysis and dummy variable asses attribute-level performance and overall satisfaction has asymmetric relationship. Second is Kano Model that stated suggest research in customer satisfaction of quality categorized into three; basic factor, performance factor, and excitement factor. With IPA and Kano Model, performance and importance attribute of basic and excitement factor is nonlinear and asymmetric. Then attribute importance can be interpreted as the function of performance. The result of this research are; Basic factor that must be present are; “Response Speed” “Response Attitude” “Hospitality” “Medical Info” “Neatness” and “Needs Understanding” The attribute that categorized as excitement factor are; On schedule, asking opportunity, diagnosis accuracy, accessibility, and two way communication. Keyword: Importance – Performance Analysis, Service Quality, Satisfaction, Hospital

Item Type: Article
Subjects: Prosiding > Proceeding of ICEBESS 2016
Divisions: Fakultas Ekonomi > Pendidikan Ekonomi
Depositing User: Admin Pendidikan Ekonomi FE
Date Deposited: 30 Sep 2016 00:19
Last Modified: 01 Feb 2019 01:42
URI: http://eprints.uny.ac.id/id/eprint/41779

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