Analisis Tingkat Kepuasan Pasien terhadap Pelayanan Poliklinik Embun Pagi RSUP M. Djamil Padang dengan Metode Importance Performance Analysis
DOI:
https://doi.org/10.25077/jmu.4.3.95-106.2015Abstract
Kepuasan pelanggan atau konsumen merupakan salah satu indikator untuk mengukur kualitas layanan dalam suatu bentuk pelayanan, baik pelayanan barang maupun jasa. Dalam penelitian ini digunakan metode Importance Performance Analysis (IPA) untuk melihat tingkat kepuasan pasien Poliklinik Embun Pagi terhadap indikatorindikator pelayanan jasa yang diberikan. Penelitian ini bertujuan untuk mengetahui sejauh mana pasien merasakan puas terhadap pelayanan yang diberikan Poliklinik Embun Pagi RSUP M. Djamil Padang dan untuk mengetahui pelayanan-pelayanan yang sudah memenuhi kriteria kepuasan pasien, serta pelayanan-pelayanan yang perlu ditingkatkan dan dipertahankan. Dari hasil penelitian secara umum pasien telah merasa puas dengan pelayanan yang diberikan oleh pihak Poliklinik Embun Pagi RSUP M. Djamil Padang. Hal ini terlihat dari nilai Customer Satisfaction Index (CSI) sebesar 78.14%. Namun itu masih belum maksimal, sehingga perlu ditingkatkan lagi agar pasien lebih merasa puas dengan pelayanan Poliklinik Embun Pagi. Pelayanan yang harus segera ditingkatkan adalah fasilitas tempat parkir.
Kata Kunci: Kepuasan Pelanggan, Customer Satisfaction Index, Importance Performance Analysis
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