Open AccessAnalysis of Patient Satisfaction with Family Center Care Services Based on Importance Performance Analysis and Customer Satisfaction Index
Author(s) -
Eva Supriatin,
Bhakti Permana,
Asep Muhamad Ramadan,
Diwa Agus Sudrajat,
Linlin Lindayani
Publication year - 2021
Publication title -
jurnal ilmiah keperawatan (scientific journal of nursing)/jurnal ilmiah keperawatan (scientific journal of nursing)
Language(s) - English
Resource type - Journals
eISSN - 2528-3022
pISSN - 2477-4391
DOI - 10.33023/jikep.v7i3.807
Subject(s) - customer satisfaction , patient satisfaction , service quality , descriptive statistics , empathy , index (typography) , psychology , service (business) , dimension (graph theory) , nursing , sample (material) , medicine , business , family medicine , marketing , statistics , social psychology , computer science , chemistry , mathematics , chromatography , world wide web , pure mathematics
Background : In the era of globalization, excellent service is a key element in hospitals and care units. Patient satisfaction is an indicator of the first hospital to use to measure the quality of health care. Patients and families of parents patient care determine if they can be active in care and decision-making.
Objective : Determine the "Patient Satisfaction Analysis Of Service Center Family Care (FCC) Based Importance Performance Analysis ( IPA) And Customer Satisfaction Index(CSI) In The Finches RSAU Dr. Salamun Bandung " Descriptive and cross-section design.
Method : The research was conducted from 27 June 2019 to 31 June 2019 and involved a sample of 30 respondents. Data were collected by the distributing questionnaires. The data are processed using the Univariate, Importance Efficiency Analysis (IPA) and Customer Satisfaction Index (CSI).
Results : The results of this study, the 5 dimensions of service most nursing FCC is very satisfied category, namely reliability dimension ( 94.27 %), Assurance ( 94.85 %), Tangible ( 93.52 %) ), Empathy ( 96.22 %), And responsiveness ( 94.27 %) ( 94.27 percent ).
Conclusion : Patient satisfaction with community care centers (FCC) based on (IPA) and (CSI) in the room finches pretty good RSAU Bandung Dr. Salamun.