Article Open Access

Analysis of Patient Service Quality Using the Importance Performance Analysis Method at Community Health Center

Bakhtiar Bakhtiar, Trisna Trisna, Adila Andriani

Abstract


Community Health Centres, as primary-level health service units, are responsible for providing a range of services, including health promotion, disease prevention, treatment, and rehabilitation.  This study aimed to determine the level of significance and patient satisfaction with the performance of the Community Health Centre's services, as well as the priority of attributes in meeting patient needs for quality of service at the community health centre. We used the Importance Performance Analysis method to identify service attributes considered important by patients and evaluate how well these attributes are implemented. The problem in this study was patient complaints about services, such as in terms of patient examinations, incomplete information to patients, and a lack of complete medicines. The stages of this research include identifying service quality attributes, developing a questionnaire, collecting data, analysing the data, interpreting the results, and making recommendations for service improvements. The results showed 20 attributes found in the needs of community health centre patients, which were manifested in five dimensions of service, namely tangibles, reliability, responsiveness, assurance, and empathy, which were distributed to 71 predetermined samples. Based on the results of data analysis, it was found that there were six primary priority sequences in improving the quality that needed to be carried out by the community health center based on the Importance Performance Analysis method, namely, the pharmacy has a complete collection of drugs, patient experts examine patients seriously, community health center medical personnel provide the required data effectively, officers receive and serve well, Health center officers are always patient in handling patient complaints, officers’ readiness to apologize for what happened.


Keywords


Service Quality; Importance Performance Analysis; Consumer satisfaction Community; Health Center

References


N. Afiyah and D. Ayuningtyas, “Factors Influencing The Implementation Of Health Service Quality Governance In Puskesmas: Systematic Review,” Asian J. Heal. Sci., vol. 2, no. 3, 2023, doi: 10.58631/ajhs.v2i3.36.

A. A. Sholeh, I. Ma’rufi, and Z. Puspitaningtyas, “The Effect of Quality of Service on Patient Satisfaction and its Implications on The Interest of Patients to Use Health Services Back at Jember Regency Health Center,” Heal. Notions, vol. 5, no. 3, 2021, doi: 10.33846/hn50303.

Suhadi, Nani Yuniar, Adrian Tawai, and Hasmirah, “The relationship of the quality of health services tangible dimensions with patient satisfaction in the health services of the Lepo-Lepo Health Center Kendari City, Indonesia,” World J. Adv. Res. Rev., vol. 15, no. 1, 2022, doi: 10.30574/wjarr.2022.15.1.0747.

P. A. Amoah, K. A. Nyamekye, and E. Owusu-Addo, “A multidimensional study of public satisfaction with the healthcare system: a mixed-method inquiry in Ghana,” BMC Health Serv. Res., vol. 21, no. 1, 2021, doi: 10.1186/s12913-021-07288-1.

R. Agustina and S. Handayani, “HHC RSPP Patient Satisfaction and the Impact of Reliability, Assurance,Tangible, Empathy, and Responsiveness,” East Asian J. Multidiscip. Res., vol. 2, no. 2, 2023, doi: 10.55927/eajmr.v2i2.3032.

S. Purwanti, B. Sugiyanto, N. Wening, and B. Moertono, “The Effect Of Quality Tangibles, Reliability, Responsiveness, Assurance, Empaty On Patient Satisfaction At Queen Latifa General Hospital,” Int. J. Business, Humanit. Educ. Soc. Sci., vol. 1, no. 1, 2019, doi: 10.46923/ijbhes.v1i1.21.

N. I. Demchuk and H. A. Tkachenko, “Financial Control Key Element To Provide Economic Security Of The Enterprise,” Sci. Bull. Ivano-Frankivsk Natl. Tech. Univ. Oil Gas (Series Econ. Manag. Oil Gas Ind., No. 1(19), 2019, Doi: 10.31471/2409-0948-2019-1(19)-155-162.

O. V. Shymko, “Integration of Risk Management Into the Quality Management System of Trading Enterprise,” Bus. Inf., vol. 1, no. 540, 2023, doi: 10.32983/2222-4459-2023-1-191-196.

E. A. Bakirova and E. N. Mingazova, “Improving rural health care through business process management,” Manag. Zdr., no. 8, 2020, doi: 10.37690/1811-0185-2020-8-20-26.

S. K S, G. Barkur, and S. G, “Assessment of healthcare service quality effect on patient satisfaction and care outcomes: A case study in India,” Cogent Bus. Manag., vol. 10, no. 3, 2023, doi: 10.1080/23311975.2023.2264579.

N. Duc Thanh et al., “Patient Satisfaction With Healthcare Service Quality and Its Associated Factors at One Polyclinic in Hanoi, Vietnam,” Int. J. Public Health, vol. 67, 2022, doi: 10.3389/ijph.2022.1605055.

F. Fariz, “Quality Improvement Strategy for Strengthening Higher Education Competitiveness (Studies at the College of Economics in East Java),” Khazanah Sos., vol. 4, no. 2, 2022, doi: 10.15575/ks.v4i2.17649.

I. G. B. N. H. D. Priatna and A. A. N. O. S. Gorda, “META-COMPETENCY OF HUMAN RESOURCES IN IMPROVING SERVICE QUALITY IN PHARMACY DEPARTMENT OF RSUD KLUNGKUNG,” Russ. J. Agric. Socio-Economic Sci., vol. 94, no. 10, 2019, doi: 10.18551/rjoas.2019-10.26.

Suja Sundram, Sunil E. Tambvekar, S.Sekar, Ghada-elkady, Shiv Kant Tiwari, and R.Gopinathan, “THE EFFECT OF SERVICE QUALITY ON PATIENT LOYALTY MEDIATED BY PATIENT SATISFACTION,” J. Pharm. Negat. Results, 2022, doi: 10.47750/pnr.2022.13.s06.184.

M. I. Fathillah, “The Effect of Service Quality and Price Perception on Patient Loyalty Mediated by Patient Satisfaction,” Int. J. Soc. Serv. Res., vol. 3, no. 3, 2023, doi: 10.46799/ijssr.v3i3.303.

Fenny Kristinawati, Wani Devita Gunardi, and Fushen, “THE EFFECT OF SERVICE QUALITY AND PATIENT SATISFACTION ON PATIENT LOYALTY MEDIATED BY PATIENT TRUST AT RUMAH INDONESIA SEHAT (RIS) HOSPITAL,” MORFAI J., vol. 2, no. 4, 2023, doi: 10.54443/morfai.v2i4.630.

M. Batola, “Understand the Performance of Service Employees in Selected White Goods,” Math. Stat. Eng. Appl., vol. 70, no. 2, 2021, doi: 10.17762/msea.v70i2.2159.

R. Saputra, F. Yenila, and S. N. Rahman, “Development of a Service Quality Analysis Information System with the Importance Performance Analysis Method,” J. Comput. Scine Inf. Technol., 2023, doi: 10.35134/jcsitech.v9i4.90.

L. H. Siahaan, G. M. A. Sasmita, and G. A. A. Putri, “Website Quality Analysis Using Customer Satisfaction Index and Importance Performance Analysis,” CESS (Journal Comput. Eng. Syst. Sci., vol. 7, no. 1, 2022, doi: 10.24114/cess.v7i1.30454.

H. Faqih, Warjiyono, F. Kuhon, S. Aji, A. Ardiansyah, and Fandhilah, “An Analysis and Measurement of Website Quality Using WebQual 4.0 and Importance Performance Analysis (IPA) Method (A Case Study of Kemiriamba Village Brebes),” in Journal of Physics: Conference Series, 2020, vol. 1641, no. 1, doi: 10.1088/1742-6596/1641/1/012096.

V. Vidyanto, B. N. Bertus, S. Krisnasari, and M. R. Napirah, “Analysis of Satisfaction Levels of Patients on Service Quality with The Importance Performance Analysis (IPA) Method,” J. Heal. Nutr. Res., vol. 2, no. 3, 2023, doi: 10.56303/jhnresearch.v2i3.207.

P. N. M. Sinaga and A. Ritonga, “Analysis of Service Quality on Patient Satisfaction Using the Importance Performance Analysis (IPA) Method (Case Study: UPT Puskesmas Stabat Lama),” Formosa J. Appl. Sci., vol. 1, no. 6, 2022, doi: 10.55927/fjas.v1i6.1886.

L. Costaner, L. Lisnawita, and G. Guntoro, “Importance Performance Analysis (IPA) of Patient Satisfaction with Fuzzy Logic at the Rumbai Maternity Clinic,” SISTEMASI, vol. 13, no. 1, 2024, doi: 10.32520/stmsi.v13i1.3527.

R. Octafian, Mochamad Miswanto Gunawan, Krisnawati Setyaningrum Nugraheni, and Septiana Raihan Saputri, “How The Image of The Company and The Value of The Customer Affect Satisfaction,” Brill. Int. J. Manag. Tour., vol. 2, no. 2, 2022, doi: 10.55606/bijmt.v2i2.551.

R. Dewi and T. Handriana, “Unlocking brand equity through brand image, service quality, and customer value,” BISMA (Bisnis dan Manajemen), vol. 13, no. 2, 2021, doi: 10.26740/bisma.v13n2.p94-107.

R. Transistari, “THE USE OF IMPORTANCE PERFORMANCE ANALYSIS TO EVALUATE THE SATISFACTION LEVEL OF THE USER OF TRANS JOGJA BUS,” J. Ekon., vol. 22, no. 1, 2017, doi: 10.24912/je.v22i1.184.

F. Rayyani and W. Silfianti, “STUDENT SATISFACTION EVALUATION TOWARDS BPS&K 1 JAKARTA SENIOR HIGH SCHOOL EDUCATION SERVICES USING IMPORTANCE PERFORMANCE ANALYSIS METHOD,” Proc. Eng. Sci., vol. 2, no. 3, 2020, doi: 10.24874/PES02.03.005.

W. Rizlan, H. H. Purba, and S. Sudiyono, “Performance Maintenance Analysis Using QFD Method: A Case Study in Fabrication Company in Indonesia,” ComTech Comput. Math. Eng. Appl., vol. 9, no. 1, 2018, doi: 10.21512/comtech.v9i1.4456.




DOI: https://doi.org/10.52088/ijesty.v5i4.1052

Refbacks

  • There are currently no refbacks.


Copyright (c) 2025 Bakhtiar Bakhtiar, Trisna Trisna, Adila Andriani

International Journal of Engineering, Science, and Information Technology (IJESTY) eISSN 2775-2674