KEPUASAN PASIEN TERHADAP PELAYANAN RUMAH SAKIT

2018 ◽  
Vol 15 (1) ◽  
pp. 09
Author(s):  
Hery Margono ◽  
Mursida Kusuma Wardani
Keyword(s):  
Performance Analysis ◽  
High Importance ◽  
Low Performance

Penelitian memiliki tujuan mengetahui dan menganalisis sejauh mana tingkat kepuasan pasien RSUD Banten terhadap pelayanan yang diberikan, untuk merumuskan implikasi manajerial dalam upaya meningkatkan kepuasan pelayanan pada RSUD Banten dan dapat dijadikan acuan dalam merumuskan strategi untuk meningkatkan kualitas pelayanan di RSUD Banten. Responden sebanyak 334 orang ditentukan dengan rumus slovin berdasarkan karakteristik demografi pasien rawat inap, rawat jalan dan pasien IGD. Metode analisis menggunakan analisis importance performance analysis (IPA), Pengukuran kepuasan diukur dari faktor-faktor yang dapat mempengaruhi tingkat kepuasan menggunakan metode ServQual yaitu tangibles (tampilan fisik), reliability (kehandalan), responsiveness (ketanggapan), assurance (jaminan), dan empathy (empati).Hasil penelitian rata-rata skor tingkat kepuasan pelayanan yang diberikan baik rawat jalan, rawat inap, dan IGD dinilai menggunakan lima variabel yakni empati, keandalan, ketanggapan, kepastian, dan bukti nyata yaitu sebesar 4,01 artinya puas dan hasil rata-rata skor tingkat kepentingan pengukuran kepentingan yaitu sebesar 4,51 artinya puas. Sedangkan perhitungan tingkat keseuaian pelayanan yang diberikan baik rawat jalan, rawat inap, dan IGD hasilnya puas sedangkan kepastian dan bukti nyata hasilnya belum puas. Hasil analisa importance performance analysis (IPA) dengan menggunakan diagram kartesius terlihat bahwa dari 31 atribut yang digunakan dalam penelitian ini tersebar merata ke dalam empat kuadran yang ada. Namun satu variabel yakni variabel kepastian yang didalamnya terdapat 10 atribut, ada 5 atribut yang masuk ke dalam kuadran A (high importance, low performance). Tentu saja ke-5 atribut tersebut haruslah menjadi perhatian utama untuk ditingkatkan kembali pelayanannya agar mampu untuk meningkatkan loyalitas dan minat pembelian ulang. Kata Kunci: Kepuasan, Pelayanan, Loyalitas

scholarly journals Evaluasi Kinerja Penyediaan Air Bersih di Kelurahan Baru Ulu, Kecamatan Balikpapan Barat, Kota Balikpapan

2018 ◽  
Vol 1 (3) ◽  
pp. 307
Author(s):  
Risa Andini ◽  
Mega Ulimaz ◽  
Sulistijono Sulistijono
Keyword(s):  
Performance Analysis ◽  
Water Supply ◽  
Coastal Area ◽  
Water Discharge ◽  
Clean Water ◽  
High Demand ◽  
High Importance ◽  
Main Indicator ◽  
Low Performance ◽  
Source Duration

Kelurahan Baru Ulu is a coastal area in Kecamatan Balikpapan Barat. This area is dominated by the settlement activities; therefore, it relies on high demand of clean water. However, the society’s need of clean water that lives in this area is not fulfilled completely. This research aims on evaluating the performance of supplying clean water in the mentioned area using the Importance Performance Analysis so that the result of this research will be the main indicator in fulfilling clean water supply at Kelurahan Baru Ulu. According to the analysis, the indicators of clean water supply which has the high importance followed by the low performance are the bacterial substance, saltiness, smell in the water, water discharge, amount of water from the source, duration of water flowing per day, water supply in the morning, and residents’ agreement on water tariff.

scholarly journals FARMER SATISFACTION ANALYSIS ON RICE FARMING INSURANCE PROGRAM IN TEGAL REGENCY

2021 ◽  
Vol 5 (1) ◽  
pp. 40-55
Author(s):  
Mirza Andrian Syah ◽  
Mukson Mukson ◽  
Wiludjeng Roessali
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Sampling Method ◽  
Total Sample ◽  
Rice Farming ◽  
Satisfaction Index ◽  
Proportional Allocation ◽  
Insurance Program ◽  
Low Performance ◽  
Satisfaction Analysis

Farmers satisfaction in joining Rice Farming Insurance illustrates the program performance. The satisfaction of Rice Farming Insurance program can be measured through some attributes of satisfaction. Satisfaction attributes are assessed ranging from dissatisfied to very satisfied. This research aimed to determine the level of farmer satisfaction on Rice Farming Insurance program. This research was conducted in January – February 2020. Slovin method used for sampling method with total sample of 100 respondent, consist of 53 respondents were taken in Dukuhwaru District and 47 respondents were taken in Warureja District using proportional allocation. Locations in this research was choose with purposive method. Importance Performance Analysis and Customer Satisfaction Index were used to analyze. The result showed that Farmers were satisfied with the implementation of the Rice Farming Insurance program with CSI score of 79%. The attributes that need to be improved are the compensation requirements, the amount of coverage, the submission procedure, reviewing, and payment procedure of claims, and the time of approval and payment of claims. Those attributes were considered important by farmers yet still have low performance.  

scholarly journals Importance-Performance Analysis of Prefabricated Building Sustainability: A Case Study of Guangzhou

2020 ◽  
Vol 2020 ◽  
pp. 1-17
Author(s):  
Linlin Xie ◽  
Yajiao Chen ◽  
Bo Xia ◽  
Chunxiang Hua
Keyword(s):  
Sustainable Development ◽  
Performance Analysis ◽  
Environmental Protection ◽  
Optimal Allocation ◽  
Policy Support ◽  
Three Dimensions ◽  
Entropy Weight ◽  
High Importance ◽  
And Performance ◽  
Prefabricated Building

In the era of sustainability as the development concept, prefabricated buildings have gradually become an important way to achieve sustainable development of the construction process due to the advantages of high construction speed, energy-saving, and environmental protection. In order to make the prefabricated building develop in a sustainable direction, it is necessary to understand the importance and performance of the critical sustainability aspects of the prefabricated building. However, the existing research has not fully explored this point, and classification research on all aspects of sustainability according to the management priorities of sustainable development is lacking. The present study determines the critical sustainability characterization items (criteria) of prefabricated buildings and uses the importance-performance analysis (IPA) method to explore the sustainability importance and performance level of prefabricated buildings in Guangzhou on the basis of the three dimensions of economic, social, and ecological sustainability. In particular, this study revises the traditional IPA method and uses the comprehensive weight obtained by the analytical network process- (ANP-) entropy weight method to obtain the importance of items. Results show that items “environmental protection” and “construction civilization” are of high importance and perform well. “Construction cost” and “product quality” are considered high-importance items with relatively poor performance; that is, these areas require urgent improvement actions. The “policy support” item at the intersection of IPA coordinates is also an aspect worthy of attention and discussion. This study provides a useful reference for decision-makers and relevant personnel on determining the priority of project management and achieving the optimal allocation of resources to promote the sustainable development of prefabricated buildings.

scholarly journals Service Quality and Customer Satisfaction in the Apiculture-Based Agritourism

2019 ◽  
Vol 15 (2) ◽  
pp. 153-165
Author(s):  
Abel Gandhy ◽  
Michael Chang ◽  
Siti Rahmi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Product Knowledge ◽  
Analysis Techniques ◽  
Satisfaction Index ◽  
Bee Colony ◽  
Low Performance ◽  
Tourism Service

Taman Wisata Lebah is tourism service based on honey bees. It is one of the pioneer of the apitourism in Indonesia. The objective of this reserach are to analyze the service quality and customer satisfaction of Taman Wisata Lebah. Research method used in this research is quantitative. Respondent in this research are 100 respondents, using purposive sampling technique. Data analysis techniques are Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). Based on the calculation of CSI, the number is indicated that in general consumers of Taman Wisata Lebah are satisfied with the services provided. Findings. Based on the calculation of Importance Performance Analysis, there are five attributes with high importance and low performance and highly recomended to improve. The atributes consists of provide more safety equipment for customers, evaluate staff shifting schedule to ensure the existence of staff in field, improvement product knowledge for field staff, create safety box for bee colony. Overall, service quality in Taman Wisata Lebah is excellent.

scholarly journals A Influência do Ambiente Institucional no Desempenho das Indústrias Ervateiras do Alto Taquari – RS / The influence of the institutional environment on the performance of the ervateiras industries of Alto Taquari – RS

2018 ◽  
Vol 8 (1) ◽  
pp. 48-69
Author(s):  
Caroline Soares da Silveira ◽  
Letícia Andrea Chechi ◽  
Glauco Schultz
Keyword(s):  
Institutional Environment ◽  
Environmental Issues ◽  
Yerba Mate ◽  
High Importance ◽  
The Matrix ◽  
Low Performance ◽  
Rural Production

O objetivo deste estudo é analisar a influência das instituições no desempenho das indústrias ervateiras do polo Alto Taquari – RS, através dos resultados apresentados pela matriz importância-desempenho. A pesquisa foi realizada no polo ervateiro do Alto Taquari – RS, mais especificamente nos municípios de Ilópolis, Arvorezinha, Anta Gorda e Putinga, no segundo semestre de 2015 e no segundo semestre de 2016, sendo entrevistados 35 gestores de ervateiras e 6 agentes locais. Os resultados mostraram que dos 11 fatores analisados, seis estão na zona adequada e cinco encontram-se na zona de melhoramento. A partir de elementos presentes no ambiente institucional das indústrias ervateiras, o estudo permitiu compreender a alocação dos fatores na zona de melhoramento e zona adequada. Legislações relacionadas às questões ambientais, produção rural, processamento agroindustrial e inspeção sanitária estão exigindo ações de melhoramento das indústrias ervateiras, pois apresentam alta importância, mas um baixo desempenho.AbstractThe objective of this study is to analyze the influence of the institutions in performance of the ervateiras of the Alto Taquari-RS region, through results presented by the matrix of importance-performance. The survey was conducted in ervateiro Polo Alto Taquari - RS, specifically in the municipalities of Ilópolis, Arvorezinha, Anta Gorda and Putinga, in the second semester of 2015 and in the second semester of 2016, interviewed 35 managers of managers of yerba-mate industries and 6 local agents. The results showed that of the 11 analyzed factors, six are in the appropriate zone and five are in the zone of improvement. Based on elements present in the institutional environment of the yerba mate industries, the study allowed to understand the allocation of factors in the improvement zone and adequate zone. Legislation related to environmental issues, rural production, agroindustrial processing and sanitary inspection are demanding improvement actions the yerba mate industries, as they are of high importance but low performance.

scholarly journals Importance Performance Analysis of Factors Causing Reworks in the Construction Industry

2020 ◽  
Vol 22 (2) ◽  
pp. 52-58
Author(s):  
Andi Andi ◽  
Jani Rahardjo ◽  
Fendy Fendy
Keyword(s):  
Performance Analysis ◽  
Construction Industry ◽  
Questionnaire Survey ◽  
Construction Project ◽  
Related Factors ◽  
High Importance ◽  
Design Changes ◽  
Two Factors ◽  
Negative Effect ◽  
Level Of Difficulty

Rework can bring negative effect to construction project. This research aims to identify the importance level of factors causing reworks in structural, finishing, and mechanical, electrical and plumbing (MEP) works by a way of importance performance analysis (IPA). In order to reach this objective, the research evaluates the degree of occurrence the factors in each type of works and analyzes the level of difficulty in preventing the occurrence of the factors. The results are based on questionnaire survey, involving general and MEP contractors in Surabaya. Design related factors are the most frequent and most difficult to prevent in structural and finishing works. In MEP works, the most frequent factors are tight construction duration and unclear instructions from owner and designer; whilst insufficient owner’s capital is the most difficult to prevent. The research finds two factors that have high importance level, i.e. design changes and insufficient detail drawings.

scholarly journals Public's Perception and Preference Towards Halal Tourism

2021 ◽  
Vol 5 (1) ◽  
pp. 559
Author(s):  
Aghnia Nur Maulani ◽  
Rosida Dwi Ayuningtyas ◽  
Atieq Amjadallah Alfie
Keyword(s):  
Economic Development ◽  
Performance Analysis ◽  
Data Collection ◽  
Gap Analysis ◽  
Quantitative Approach ◽  
Low Level ◽  
Low Performance ◽  
Data Collection Technique ◽  
Level Of Importance

Halal tourism is a sector that has an important role in the economic development. For that, the main purpose of this study is to explore the perceptions and preferences of public towards halal tourism. It also aims to describe the level of importance performance of the halal tourism indicators in Semarang City and Kendal Regency. The design of this study was descriptive with quantitative approach. Data collection technique in this paper are randomly distributing questionnaires to 400 respondents. The halal tourism dimension is adapted from indicators applied by the Indonesian Muslim Travel Index. Then, the data analyzed by Gap Analysis and Importance Performance Analysis. The Result obtained that there are some indicators have low performance where as the level of influence is high, some indicators with level of influence followed by good performance, some indicators that have low level of influence and the performance is not good, and the indicators that the influence level is low but its performance is good

scholarly journals PERANAN KELOMPOK PETERNAK DALAM MENUNJANG KEBERHASILAN USAHA SAPI POTONG DI KABUPATEN BOALEMO

2019 ◽  
Vol 6 (2) ◽  
Author(s):  
Hasnawati Hasnawati ◽  
Anna Fariyanti ◽  
Sri Mulatsih
Keyword(s):  
Performance Analysis ◽  
Linear Regression ◽  
Beef Cattle ◽  
Purposive Sampling ◽  
Unit Scale ◽  
Low Performance ◽  
Cattle Breeders ◽  
High Level ◽  
Farmer Income ◽  
Group Member

ABSTRACTThis research was carried out in Wonosari District, Boalemo Regency, Gorontalo Province on April – July 2014. This research aimed : (1) to analyze the factors influencing the earnings of the cattle breeders in Boalemo Regency, (2) to analyze the performance of the cattle breeders towards the success of beef cattle business in Boalemo Regency, (3) to formulate the strategy to increase the cattle breeders’ role in supporting the business of beef cattle in Boalemo Regency. This research used the method of purposive sampling, and the criteria of breeders used were group of cattle breeders and non-group of cattle breeders (independent cattle breeders). The number of sample used in the survey was 30 members of cattle breeder group and 20 respondents from non-group of cattle breeders. The analysis instruments used were (1) the analysis of beef cattle business, (2) the analysis of Multiple Linear Regression, (3) the Importance Performance Analysis (IPA).The analysis result of the earning in 3,76 AU (animal unit) scale was Rp 3.010.849 year and non-group in 3,48 AU scale was Rp 3.983.934 year. The factor influencing farmer income are the number of bull, number of cow, and forage consumtion. The result of Importance Performance Analysis showed that the atribute in the first quadrant had the high level of importantance, but low performance, i.e. (1) getting the additional feed/beef cattle business consentrate, (2) the skill of group member, (3) the facility of means and infrastructure supporting the animal husbandary, (4) obtaining the financial for beef cattle business, and (5) the organization establishment of beef cattle group members.Key words: group role, double linear regression, importance performance analysis, policy strategy, Boalemo regency  ABSTRAKPenelitian dilaksanakan di Kecamatan Wonosari Kabupaten Boalemo Provinsi Gorontalo pada bulan April sampai Juli 2014. Penelitian ini bertujuan : (1) Menganalisis faktor-faktor yang mempengaruhi pendapatan kelompok peternak sapi potong di Kabupaten Boalemo, (2) Menganalisis kinerja kelompok peternak terhadap keberhasilan usaha sapi potong di Kabupaten Boalemo, (3) Merumuskan strategi untuk meningkatkan peran kelompok peternak dalam menunjang usaha sapi potong di Kabupaten Boalemo. Pengambilan sampel secara purposive sampling,sampel dalam survey terdiri dari 30 anggota kelompok peternak dan 20 peternak non anggota kelompok. Alat analisis yang digunakan yaitu; (1) Analisis pendapatan usaha ternak, (2) Analisis Regresi Linier Berganda, (3) Importance Performance Analysis (IPA). Pendapatan usaha pembibitan sapi potong pada kelompok peternak skala 3,76 ST sebesar Rp 3.010.849 /tahun dan peternak non kelompok skala 3,48 ST sebesar Rp 3.983.934 /tahun. Factor yang mempengaruhi pendapatan peternak adalah jumlah pejantan dan induk sapi yang dimiliki serta pemberian pakan hijauan. Hasil Importance Performance Analysis menujukan bahwa atribut yang berada pada kuadran pertama memiliki tingkat kepentingan yang tinggi namun kinerjanya masih rendah, yaitu (1) memperoleh pakan konsentrat, (2) Keterampilan anggota kelompok, (3) Fasilitas sarana dan prasarana pendukung peternakan, (4) Memperoleh modal usaha beternak sapi potong, dan (5) Pembinaan Kelembagaan Peternak Sapi Potong.Kata Kunci: Peranan Kelompok, Regresi Linier Berganda, Importance Performance Analysis, Strategi Kebijakan,  Kabupaten Boalemo

scholarly journals Rancangan Perbaikan Kualitas Pelayanan Jasa Dengan Metode Servqual, Importance Performance Analysis, Dan Quality Function Deployment Pada Plasa Telkom Cabang Dinoyo Surabaya

2016 ◽  
Vol 7 (3) ◽  
Author(s):  
Angga Dharmawan ◽  
Febriana Wurjaningrum
Keyword(s):  
Information Technology ◽  
Quality Improvement ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Quality Function Deployment ◽  
Integration Method ◽  
High Importance ◽  
Low Levels

Measuring the level of customer satisfaction is one of the important factors to overcome the competition is rapidly increased. By knowing the level of customer satisfaction from services provided, the company could undertake the mapping of improved service quality. By using the integration method servqual, IPA, and QFD, the service provider is able to determine the level of customer satisfaction and straightly can make improvements of service with low levels of satisfaction. This research was conducted at Plasa TELKOM Dinoyo Surabaya’s branch. From the questionnaires showed that all the attributes of service quality in the questionnaire have a negative gap value. In IPA method showed 6 attributes with high importance and low value the fact. The quality improvement to be done such as improving the application of SOP, increasing the number of officers, officials periodically evaluate, reward the best employees every month, the maximization of information technology systems, and implementing 4S culture are really needed.

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