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The analysis service quality based on patient expectation and assessment at Mamuju regecy local public Hospital 2016
Tuami H.
ACM International Conference Proceeding Series
Abstract
This study was aimed to analyze service quality at inpatient unit of Mamuju Regency Local Public Hospital based on the gap between the real service and patient's expectation. The study was conducted using the cross-sectional design from May to July 2016 at the inpatient unit of Mamuju Regency Local Public Hospital. The primary data were collected in interviews with selected patients by a questionnaire; while secondary data were obtained from the hospital profile. The population included all inpatients (5795) who were had treatment at Mamuju Regency Local Public Hospital in 2016; and study samples were 162 patients. They were selected using proportional estimation technique. The sampling was conducted with stratified random sampling technique. The data were analyzed by using statistical analysis (SPSS program) with gap analysis, analysis of degree of conformity and IPA (importance Performance Analysis). The results had revealed that there was a significant gap between expected service and real service received by patients at the inpatient unit of Mamuju Regency Local Public Hospital in terms of interaction quality (p=0.000), physical environment quality (p=0.000), outcome quality (p=0.000), and service quality (p=0.000). Furthermore, results of IPA with Cartesian diagram showed that ambient condition sub variable was in the quadrant I (main priority), and physical evidence condition was in the quadrant II (retained). Meanwhile, valence, attitude, and room design were in the quadrant III (low priority), and behavior, skill and waiting time were in the quadrant IV (redundant). The IPA and analysis of the degree of conformity revealed that patients in the inpatient unit of Mamuju regency Local Public Hospital were satisfied in terms of skill and waiting time dimensions.