ANALISA KEPUASAN PASIEN PADA PELAYANAN DI RUMAH SAKIT UMUM DAERAH IBNU SINA GRESIK METODE IMPORTANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE’S

Sofyan , Mailazy and Sumiati, - and Rochmulyati , - (2016) ANALISA KEPUASAN PASIEN PADA PELAYANAN DI RUMAH SAKIT UMUM DAERAH IBNU SINA GRESIK METODE IMPORTANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE’S. Tekmapro : Journal of Industrial Engineering and Management, 11 (1). 81 p.-93 p.. ISSN 1907-5146

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    Abstract

    This study aims to determine the suitability of the level of perception and expectations of the patients with the services provided IbnSina Hospital Gresik and to determine which services should be prioritized to be improved . In addition, the aim was also to determine the priority level competitive when compared with its peers . The calculation result Impotance Performance Analysis ( IPA ) shows the discrepancy between perception and expectation that patients with tinkat suitability of 84.19 % . By using the index Potential Gain in Customer Value 's ( PGCV ) indicates that the variable services should be prioritized to improve the level of patient satisfaction was Rates hospital with TK 75.20 7.8528 index , employees make effective communication with patients with TK 85.37 index of 6.2868 , Schedule hospitals run properly with TK 92.02 5.499 index , sensitivity to the wishes of the patient's hospital TK 92.05 with 5.474 index.

    Item Type: Article
    Subjects: T Technology > T Technology (General) > T55.4 Industrial engineering. Management engineering > T58.7 - 58.8 Production Capacity, Manufacturing Capacity
    Divisions: UPN Jatim Journal > Tekmapro : Journal of Industrial Engineering and Management
    Depositing User: Users 8 not found.
    Date Deposited: 15 Jul 2016 14:07
    Last Modified: 15 Jul 2016 14:07
    URI: http://eprints.upnjatim.ac.id/id/eprint/7107

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