ANALISIS KUALITAS PELAYANAN RAWAT JALAN DENGAN METODE SERVICE QUALITY, CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS: RSIA GRHA BUNDA)

Ichsan Hidayat Gandanegara, . (2025) ANALISIS KUALITAS PELAYANAN RAWAT JALAN DENGAN METODE SERVICE QUALITY, CUSTOMER SATISFACTION INDEX DAN IMPORTANCE PERFORMANCE ANALYSIS (STUDI KASUS: RSIA GRHA BUNDA). Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

Patient satisfaction is an important indicator in assessing the quality of healthcare services. RSIA Grha Bunda Bandung, a hospital specializing in maternal and child care, experienced a decline in outpatient visits during the 2021–2024 period, thus requiring an evaluation of service quality to strengthen patient trust. This study aims to analyze outpatient service quality using the Service Quality (SERVQUAL) method, measure patient satisfaction levels through the Customer Satisfaction Index (CSI), and identify priority attributes for improvement with the Importance Performance Analysis (IPA). Furthermore, service improvement strategies are formulated using the Business Model Canvas (BMC) approach. The results show a CSI score of 87%, categorized as satisfied, but still below the minimum hospital satisfaction standard of more than 90% as regulated by the Ministry of Health. The conformity analysis of 21 service attributes obtained an average of 93.8%. Based on the IPA method, several attributes need to be improved to meet the minimum service standards. The improvement strategies formulated through the Business Model Canvas (BMC) are expected to assist hospital management in enhancing the quality of outpatient services and achieving optimal patientsatisfaction.

Item Type: Thesis (Skripsi)
Additional Information: [No.Panggil: 2110312087] [Pembimbing: Nanang Alamsyah] [Penguji 1: Rahman Waluyo] [Penguji 2: Santika Sari]
Uncontrolled Keywords: Patient Satisfaction, SERVQUAL, Customer Satisfaction Index, Importance Performance Analysis, Business Model Canvas
Subjects: T Technology > T Technology (General)
T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Fakultas Teknik > Program Studi Teknik Industri (S1)
Depositing User: ICHSAN HIDAYAT GANDANEGARA
Date Deposited: 21 Jan 2026 04:09
Last Modified: 21 Jan 2026 04:10
URI: http://repository.upnvj.ac.id/id/eprint/41668

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