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3rd International Conference Eco-Innovation in Science, Engineering, and Technology

Issue Published : Nov 22, 2022
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This work is licensed under a Creative Commons Attribution 4.0 International License.

Assessment of Service Quality in Community Health Center Using Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA)

https://doi.org/10.11594/nstp.2022.2704
Endang Pudji Widjajati
Department of Industrial Engineering, Faculty of Engineering, Universitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya 60294, Indonesia
Mega Cattleya Prameswari Anissa Islami
Department of Industrial Engineering, Faculty of Engineering, Universitas Pembangunan Nasional “Veteran” Jawa Timur, Surabaya 60294, Indonesia

Corresponding Author(s) : Endang Pudji Widjajati

endangpudjiti@gmail.com

Nusantara Science and Technology Proceedings, 3rd International Conference Eco-Innovation in Science, Engineering, and Technology
Article Published : Nov 22, 2022

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Abstract

The spread of the virus makes the presence of health facilities very important. The public health center must provide health services to improve the health status of the community. Its operation, there are several complaints about the existing facilities at the Kedamean Gresik Health Center, so it is necessary to research the quality of service in that place. The purpose of this study is to analyze the value of service satisfaction and determine the attributes that need to be evaluated to improve services at the public health center. Data was collected by distributing questionnaires to 100 respondents who were patients at the public health center. The data obtained were processed using the Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) methods. The results showed a customer satisfaction index of 70.8% which means that customers at the Kedamean Gresik Health Center are satisfied with the services provided, but it is necessary to make improvements in certain attributes. Based on the results of the analysis of attributes that need to be improved, they consist of A3, B2, B3, C2, C3, and E1 in quadrant B, and service attributes consisting of A2, A4, C1, and D1 in quadrant A.

Keywords

Patient satisfaction customer satisfaction index importance-performance analysis

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Widjajati, E. P. ., & Islami, M. C. P. A. . (2022). Assessment of Service Quality in Community Health Center Using Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Nusantara Science and Technology Proceedings, 22-27. https://doi.org/10.11594/nstp.2022.2704
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