PATIENT SATISFACTION ANALYSIS USING THE THREE FACTOR THEORY CLASSIFICATION AND REVISED IMPORTANCE PERFORMANCE ANALYSIS: A RESEARCH STUDY OF KLINIK PRATAMA MEDIKA ANTAPANI BANDUNG

• Main Author: Asad Aufar Radias, Muhammad
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/23206
• Institution: Institut Teknologi Bandung

Improving the quality of health services by Healthcare providers means improving the health status of the community and also enhancing the company's competitiveness. General Polyclinic of Klinik Pratama Medika Antapani wants to provide the best service quality to its patients, which is also the vision of the clinic. This study provides helps the clinic’s management to classify a service attributes they provide to patients, based on clinic’s performance when low and high, and also gives General Polyclinic insight of what service attributes should be the focus of the clinic and what service attributes are should be maintained. Also, this study can be repeated and applied by clinic’s management in another service field. This study uses Three-Factor Theory Classification, a simpler model than Kano's Model (so it is easier to understand), in classifying service attribute into Basic Factor, Performance Factor, and Excitement Factor. In addition, this study also uses Revised Importance-Performance Analysis (IPA), the development of the conventional IPA (which is considered not taking into account the changes of service attribute’s Importance relatively to the changes of the service attribute’s Performance), to prioritize the service attribute quality improvement. The result of this study are, Basic Factor includes queue time, respond to complaint, understanding needs, accessible, comfort and security, neatness of appearance, medical equipment, cleanness, location, diagnose accuracy, medical info, hospitality, and cure and recovery. Performance Factor includes service time, asking opportunity, two-way communication, on schedule, and consistency. None of the attributes are classified into Excitement Factor. The study also generates input to the clinic that six out of eighteen attributes are considered as a top priority for improvement and development, they are two-way communication, cure and recovery, cleanness, medical equipment, on schedule, and accessible. The study also provides recommendations on what clinics should do in general on existing service attributes, as well as a summary of respondents' suggestions and criticisms that can be a starting point for clinics to improve their service quality.