SERVPERF AND IMPORTANCE PERFORMANCE ANALYSIS ON HEALTH QUALITY SERVICES RS X KERINCI

Efrin Syafrina

Volume : VII, Issue : VIII, August - 2018

SERVPERF AND IMPORTANCE PERFORMANCE ANALYSIS ON HEALTH QUALITY SERVICES RS X KERINCI

Efrin Syafrina

Abstract :

Background : The quality of medical services provided by a hospital judged good or not can be seen from the level of satisfaction of patients against the perceived service. There are still many problems complained of by the patient on the hospital‘s quality of service is not satisfactory with regards to the given equipment facilities hospitals, physical facilities building hospitals and the availability of doctors and experts are also concerned communication and attitude among the hospital staff with patients so that patients feel the comfort of the quality of service provided, the patient‘s dissatisfaction with the quality health care services is demonstrated by the high number of discontent which in some hospitals. Objective :This research aims to analyze the quality of the healthcare services provided by patient registration, doctor, nurse, medical support, pharmacies and the cashier was seen from the five dimensions of service quality. Methods :This type of research is descriptive quantitative research methods with model analysis and approach servperf IPA (importance, performance and analysis). Results :Samples taken in Consecutive Sampling with a population of 360 people. The mapping results are obtained by quadrant there are 21 attribute service health services in six patients at Outpatient Installation of Hospital X Kerinci in quadrant A (Concentrate here) that have high importance but still have the performance is low. Conclusion : The results of this study it is expected that the hospital can increase the equipment hospitals and ancillary pemerikasaan the more modern and complete, providing service that is courteous, kept his promise, and time service standard outpatient services .