Please use this identifier to cite or link to this item: https://repositori.uma.ac.id/handle/123456789/15490
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dc.contributor.advisorDelvika, Yuana-
dc.contributor.advisorSutrisno, Sutrisno-
dc.contributor.authorNasution, Luthfiah Nawirah-
dc.date.accessioned2021-12-14T10:01:18Z-
dc.date.available2021-12-14T10:01:18Z-
dc.date.issued2021-09-24-
dc.identifier.urihttp://repository.uma.ac.id/handle/123456789/15490-
dc.description70 halamanen_US
dc.description.abstractRumah Sakit Umum Daerah (RSUD) sebagai penyelenggara upaya kesehatan memiliki tanggung jawab dalam memberikanpelayanan kesehatan kepada seluruh masyarakat. Oleh karena itu peningkatan kualitas pelayanan diperlukan dalam upaya menarik pasien untuk berobat di RSUD Dr.Pirngadi Medan. Penelitian ini dilakukan untuk mengetahui tingkat kepuasan konsumen terhadap pelayanan RSUD dan mengetahui atribut-atribut apa saja yang menjadi prioritas utama dalam perbaikan kualitas pelayanan untuk meningkatkan kualitas pelayanan di RSUD Dr. Pirngadi, dengan menyebarkan kuisioner tertutup dan dilakukan perhitungan dengan metode Importance Performance Analysis (IPA) dan metode Customer Satisfaction Index (CSI). Dari hasil perhitungan metode Importance and Performance Analysis (IPA) memiliki nilai tingkat kesesuaian sebesar 60,653 % dan pada Diagram Kartesius dari 20 atribut terdapat 8 atribut yang memerlukan perbaikan dan peningkatan yaitu atribut nomor 2, 6, 8, 9, 10, 11, 18 dan 20. Hasil perhitungan metode Customer Satisfaction Index (CSI) RSUD Dr.Pirngadi Medan mendapatkan skor sebesar 39,03% menunjukan bahwa pelanggan RSUD Dr.Pirngadi Medan yang telah merasa “kurang puas”, jadi dapat dikatakan bahwa kinerja dari RSUD Dr.Pirngadi Medan harus lebih ditingkatkan kualitas pelayanan khususnya pada atribut yang nilai pelayanannya kurang memuaskan dan dapat mempertahankan atau meningkatkan atribut yang sangat penting dan sangat memuaskan supaya dapat meningkatkan kepuasan terhadap pelayanan RSUD Dr.Pirngadi Medan. Regional General Hospital (RSUD) as the organizer of health efforts has the responsibility to provide health services to the entire community. Therefore, improving the quality of service is needed to attract patients to seek treatment at Dr. Pirngadi Regional General Hospital Medan. This research was conducted to determine the level of consumer satisfaction with the services of Regional General Hospital and to find out what attributes were the main priorities in improving service quality to improve service quality in Dr. Pirngadi Regional General Hospital, by distributing closed questionnaires and calculating using the Importance Performance Analysis (IPA) method and the Customer Satisfaction Index (CSI) methods. From the calculation results of the Importance Performance Analysis (IPA) method, it had a conformity level value of 60.653% and in the Cartesian Chart of the 20 attributes, 8 attributes required repairing and improvement, namely attributes number 2, 6, 8, 9, 10, 11, 18 and 20. The calculation results of the Customer Satisfaction Index (CSI) method of Dr. Pirngadi Regional General Hospital Medan gained a score of 39.03% indicating that the customers of Dr. Pirngadi Regional General Hospital Medan who had felt "unsatisfied", so it could be said that the performance of Dr. Pirngadi Regional General Hospital Medan should be more improve the quality of service, especially on attributes which service values were less than satisfactory and could maintain or improve attributes that were very important and very satisfying to increase satisfaction with the services of Dr. Pirngadi Regional General Hospital Medan.en_US
dc.language.isoiden_US
dc.publisherUniversitas Medan Areaen_US
dc.relation.ispartofseriesNPM, 178150073;-
dc.subjectRumah Sakiten_US
dc.subjectImportance Perfomance Analysis (IPA)en_US
dc.subjectDiagram Kartesiusen_US
dc.subjectCustomer Satisfaction Index (CSI)en_US
dc.subjectCartesian Charten_US
dc.subjectHospitalen_US
dc.titleAnalisis Kepuasan Pasien dengan Menggunakan Metode Importance Performance Analysis dan Customer Satisfaction Index di Rumah Sakit Dr. Pirngadi Medanen_US
dc.title.alternativePatient Satisfaction Analysis Using Importance Performance Analysis and Customer Satisfaction Index Methods at Hospital Dr. Pirngadi Medanen_US
dc.typeThesisen_US
Appears in Collections:SP - Industrial Engineering

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