ANALYZING PATIENT SATISFACTION USING THE THREEFACTOR THEORY AND IMPORTANCE-PERFORMANCE ANALYSIS: A RESEARCH STUDY OF RESIDENT AT INTERNAL MEDICINE DEPARTMENT IN HASAN SADIKIN HOSPITAL BANDUNG

• Main Author: Azzizah Qarari, Hasna
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72350
• Institution: Institut Teknologi Bandung

Service quality of hospital has become the most important things for patients in order to fulfill the patient satisfaction. It influences the patients to consider their choice of hospital. Consequently, the hospital should improve their performance to provide better service. It also applied in Hasan Sadikin Hospital in Bandung, West Java which is being registered their hospital in Joint Commission International (JCI) to get international accreditation. Hasan Sadikin Hospital needs to know attributes which are more influential on the level of patient satisfaction and importance in order to provide better service. Therefore, this research conducted to analyse and classify the attributes also proposes some recommendation of improvement for Hasan Sadikin Hospital. However, this research has limitation to measuring the level of importance and performance of Resident who is running practical study in Internal Medicine Department. The concepts that used in this research are the three-factor theory of customer satisfaction, Importance- Performance Analysis (IPA), and SERVQUAL dimensions for the attributes of questionnaires. These theories help the researchers to analyze the data. The result from filling the questionnaire and interview with 87 patients in Internal Medicine Department that was conducted shows; from twelve attributes there are five attributes as the basic factor, three attributes as the performance factor, and one attribute as an excitement factor. Attributes that classified as the basic factor are (1) understand patient need; (2) easy to contact; (3) two-way communication; (4) visit patient on schedule; and (5) speed of response. Attributes that classified as performance factor are equipment completeness, respond to complaint, and hospitality. While attributes that classified as excitement factor is accuracy of diagnosis. Attributes that cannot be classified are (1) provide clear information; (2) asking opportunity; and (3) tidiness appearance. It is because their regression results are not significant. Based on the results, there are some of the recommendation that proposed for resident of Hasan Sadikin Hospital to their improvement. This recommendation consists of fulfilll the attributes that classified as the basic factor, prioritize to increasing the performance factor to be more competitive with another hospital, and make excitement factor such as unique things that stand out from another hospital to help Hasan Sadikin Hospital to achieve international accreditation from JCI. In additional, this research also proposes the recommendation to provide special service for their loyal patient based on their characteristic (dissatisfied patient or satisfied patient).