ANALISIS KEPUASAN PASIEN KONSULTASI ONLINE MENGGUNAKAN MODEL IMPORTANCE PERFORMANCE ANALYSIS DAN CUSTOMER SATISFACTION INDEX DI BALAI PENGOBATAN UMUM AZZAHRA PALEMBANG

OCTAVIANI, TYA MUTIARA and Misnaniarti, Misnaniarti (2021) ANALISIS KEPUASAN PASIEN KONSULTASI ONLINE MENGGUNAKAN MODEL IMPORTANCE PERFORMANCE ANALYSIS DAN CUSTOMER SATISFACTION INDEX DI BALAI PENGOBATAN UMUM AZZAHRA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

One of the efforts to prevent the transmission of Covid-19 is that health facilities need to limit direct contact with patients. Therefore, the Azzahra Palembang General Medical Center organizes an online consultation service. This study aims to analyse patient satisfaction based on aspects of service quality, namely, Availability,, Responsiveness, Convenience, and Timeliness. The type of research used is descriptive quantitative. The data used is primary and secondary data. The sample size is 202 patient respondents aged 20-50 years who have received online health consultations at BP General Azzahra Palembang. Data were analyzed using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) models. Analysis of patient satisfaction that used the Customer Satisfaction Index (CSI) model showed a satisfaction value of 80,40%. The result of the Importance Performance Analysis (IPA) that takes into account service availability, access to online consulting services and timeliness, falls into in quadrant I, which means that patient expectations are high but the reality is that the services is low. Service quality should be improved to maximize the available resources at the clinic. It was conclude that pastients were satisfied with the scheduling service and the special data collection system. This would provide patient uning the online consultation with a more complete and tidy system improve the patient satisfaction and build customer loyalty to General BP Azzahra Palembang. Keywords: Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Customer Satisfaction

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), Kepuasan Pasien
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	Tya Mutiara Octaviani
Date Deposited:	21 Oct 2021 06:15
Last Modified:	21 Oct 2021 06:15
URI:	http://repository.unsri.ac.id/id/eprint/56217

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