ANALYSIS OF STRATEGY FOR SERVICE QUALITY IMPROVEMENT BASED ON PATIENT EXPERIENCE USING IMPORTANCE PERFORMANCE ANALYSIS (IPA) AT FAISAL ISLAMIC HOSPITAL, MAKASSAR
DOI:
https://doi.org/10.18623/rvd.v23.n3.4336Keywords:
Patient Experience, Importance Performance Analysis, Islamic Faisal HospitalAbstract
Improving hospital service quality is determined not only by patient satisfaction but also by patient experience during care delivery. The decline in patient satisfaction at Faisal Islamic Hospital Makassar in 2024 indicates a gap between patient expectations and service performance. Therefore, this study aimed to analyze patient experience using the Importance Performance Analysis (IPA) method to identify priority areas and formulate strategies for improving healthcare service quality. A mixed-methods approach was applied, combining quantitative analysis of patient experience using IPA with qualitative data obtained through Focus Group Discussions with hospital management. A total of 149 patients and 20 key informants participated in the study. Quantitative data were analyzed univariately using SPSS and subsequently mapped using the IPA method. The results showed that of 49 service attributes, 13 attributes were classified in Quadrant I (Top Priority), 15 in Quadrant II (Keep Up the Good Work), 10 in Quadrant III (Low Priority), and 11 in Quadrant IV (Possible Overkill). Most service attributes were positioned in Quadrant II, indicating satisfactory performance. However, appointment timeliness and zero-wait service remained in Quadrant I with a compliance rate of 75.7%, highlighting the need for immediate improvement. In conclusion, enhancing patient experience at Faisal Islamic Hospital requires prioritizing efficient time management and improving administrative system responsiveness.
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