Wulan, Sapmaya and Patmarina, Hepiana and Ardansyah, Ardansyah and Leonardo, Rico (2020) ANALYSIS OF PATIENT SATISFACTION FOR INPATIENTS SERVICES QUALITY AT NATAR MEDIKA HOSPITAL IN SOUTH LAMPUNG REGENCY, LAMPUNG PROVINCE, INDONESIA. In: The Third International Conference on Economics, Business, Finance, and Governance (3rd ICEBFG), 17 Desember 2020, Pascasarjana Universitas Bandar Lampung.
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Abstract
Health institutions, especially hospitals, are currently growing quite rapidly in line with the increasing public need for health services in hospitals. Hospitals have the role of providing health services according to their competence. Hospitals must be able to pro-vide optimal health services so that patients feel satisfied with the quality of health ser-vices provided. The hospital that is the object of this research is the Natar Medika Hos-pital in South Lampung, Lampung Province, Indonesia. The problem in this study is that the Natar Medika Hospital has provided various health service facilities, but the devel-opment of the number of patients fluctuates with a relatively small increase. The purpose of this study was to determine the level of patient satisfaction with inpatient services provided by the Natar Medika Hospital. This study uses a conformity level analysis tool and a Cartesian diagram analysis. Based on the analysis of the level of conformity, the average result of the conformity level is 84.28% with the very appropriate category. This shows that the level of performance (quality of service) provided by the hospital on av-erage is in accordance with the level of interest (expected satisfaction) of the patient. Of the 20 indicators, there are 16 indicators with very suitable categories, 3 indicators with appropriate categories, and 1 indicator with sufficiently suitable categories. Based on the Cartesian diagram analysis, the results obtained: from 20 indicators, there are 4 indi-cators in Quadrant A (categorized as unsatisfactory), 10 indicators in Quadrant B (cate-gorized as very satisfying), 4 indicators in Quadrant C (categorized as satisfactory), and 2 indicators in the D quadrant (categorized as satisfactory). So overall it can be stated that the quality of inpatient services provided has provided satisfaction to patients. Thus, it can be concluded that the quality of inpatient services provided has provided satisfaction (with satisfactory categories) to patients at Natar Medika Hospital in South Lampung, Lampung Province, Indonesia.
| Item Type: | Conference or Workshop Item (Paper) |
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| Uncontrolled Keywords: | Service Quality; Customer Satisfaction; Conformity Level Analysis; Cartesian Diagram Analysis |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Prodi Manajemen |
| Depositing User: | Unnamed user with email repository@ubl.ac.id |
| Date Deposited: | 10 Feb 2021 05:45 |
| Last Modified: | 10 Feb 2021 05:45 |
| URI: | http://repository.ubl.ac.id/id/eprint/108 |
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