PATIENT SATISFACTION ANALYSIS TOWARD RESIDENT IN THE OBSTETRICS AND GYNECOLOGY DEPARTMENT OF HASAN SADIKIN HOSPITAL USING THE THREE-FACTOR THEORY AND IMPORTANCEPERFORMANCE ANALYSIS

• Main Author: Raihanah Salim Martak, Fathimah
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72340
• Institution: Institut Teknologi Bandung

The intensity of resident doctor meeting the patients makes it important for the institution taking control of their performance. A good measurement will help the management assess their performance over time. Some studies believed that the success of a health care institution also depends on the satisfying of patients’ expectation. Hence, this study will perform the measurement of patient satisfaction to help the Hasan Sadikin Hospital creates continuous improvement in order to fulfill the needs and enhance the satisfaction toward the service of the resident doctor at obstetrics and gynecologic department. This research uses the three-factor theory and importance-performance analysis to analyze the patient satisfaction. Three-factor theory is a model that distinguishes the different types of quality attributes into three, which are basic, performance, and excitement factor. Each factor gives different impact to the customer satisfaction. Importance-Performance Analysis (IPA) is a common technique that used to comprehend the customer satisfaction and prioritize the improvement area. IPA is a two-dimensional grid divided into performance and importance level in each axis that assumes a linear and symmetric correlation between attribute-level performance and overall customer satisfaction. This study presents the multiple regression analysis with dummy variable that will classified the attributes into three factors and conduct the importance-performance analysis that the result will separate each attribute into the two-dimensional grid based on the performance and importance level. The data collected are based on the questionnaire that classifying the performance satisfaction and importance of attribute-level using the Likert scale 1 to 5. This research result on one basic factor that is hospitality; six excitement factors (asking opportunity, neatness, needs understanding, diagnosis accuracy, two-way communication, and on schedule); and one performance factor, which is response attitude. The IPA grid for satisfied patient prioritize to improve the attribute response speed, needs understanding, and response attitude. While, for dissatisfied patient the attribute medical information, hospitality, response speed, and response attitude become the priority.