THE THREE-FACTOR THEORY AND IMPORTANCE PERFORMANCE ANALYSIS FOR ANALYZING PATIENT SATISFACTION TOWARDS RESIDENT SURGICAL DOCTOR IN HASAN SADIKIN HOSPITAL

• Main Author: Siti Nurlela, Tantri
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72407
• Institution: Institut Teknologi Bandung

Delivering quality of the service is become one of the essential issues in this competitive era. In healthcare settings, patient’s preference is based on the perceived quality of the service from the provider especially the hospital. The hospital should strive for “zero defection” by constantly creating a continuous improvement to meet patient satisfaction. Along with the increasing demand for better services, public recognition is one of an important factor that affects patient’s preference. Therefore, as a top referral hospital in West Java for a tertiary hospital, Hasan Sadikin Hospital has declared for Joint Commission International (JCI) on 2014. Joint Commission International (JCI) is one of the popular healthcare accreditation. The hospital that earns the accreditation and certification from JCI will be recognized as the global gold seal approval®. The hospital standard of JCI is designed to create the continuous improvement to excellent by giving the hospital public recognition as an international standard hospital and also improving the outcomes with emphasizing patient satisfaction. This research conducted with five main steps using the three-factor theory of customer satisfaction and importance performance analysis as the methodology. The methodology used to help out Hasan Sadikin Hospital to know the current condition and improve its patient satisfaction towards resident doctor in the surgical department. Three-factor theory of customer satisfaction adopted by Kano’s model elucidate that customer satisfaction can be understood by three factors; basic factor, performance factor and excitement factor. While importance performance analysis is a technique to assist a firm in prioritizing customer attributes in order to raise customer satisfaction. The data was gathered by conducting surveys with questionnaires within one month addressed to patient who hospitalized in the surgical department or can be represented by the family who take care of the patient. The findings of this research resulted that the attribute on schedule, speed respond, asking opportunity, medical info, and accessible is categorized as basic factor and attribute that categorized into performance factor are two-way communication and neatness. The patient of surgical department in Hasan Sadikin Hospital tends to be satisfied enough when the attribute of basic factor is performed. Therefore, the management should fulfill basic factor and enhancing perform the performance factor very well to improve patient satisfaction. The effective recommendation will be taken into action by Hasan Sadikin Hospital Bandung to improve the performance of resident surgical doctor in order to meet the requirement of JCI and raise customer satisfaction.