Assessment of Strategic Healthcare Development Using Importance-Performance Analysis: A Multicenter Study of Three Sharia Hospitals in Indonesia

Abstract

Introduction: In the era of competitive healthcare services, Sharia hospitals in Indonesia face increasing pressure to align service delivery with both clinical excellence and Islamic values. Understanding patient perceptions is vital to ensure continuous improvement and fulfill religious expectations in healthcare delivery.Objectives: This study aims to assess the quality of service delivery in Sharia hospitals using the Importance-Performance Analysis method and identify key service dimensions that require strategic improvement.Methods: A multicenter observational analytic study was conducted at Yarsi Hospital Jakarta, Sari Asih Hospital Serang, and Annisa Hospital Cikarang Bekasi. Data were collected from patients using a structured questionnaire measuring the importance and performance of various service attributes.Results: The Importance-Performance Analysis framework was employed to categorize attributes into four quadrants to guide prioritization for quality enhancement. The analysis revealed that several attributes including clarity of information, responsiveness, and attentiveness of staff, fell into the “Concentrate Here” quadrant, indicating high importance but low performance. Conversely, dimensions such as nursing access and coordination showed high performance but were rated lower in importance. The findings highlight discrepancies between patient expectations and perceived service delivery in key service areas.Conclusions: Sharia hospitals must prioritize improving service dimensions that are deemed highly important by patients but currently underperforming. By incorporating the IPA framework into strategic planning, hospital administrators can better align service delivery with patient expectations and Islamic principles, thus enhancing overall patient satisfaction and care quality.

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