ANALISIS KUALITAS PELAYANAN RSKIA PKU MUHAMMADIYAH KOTAGEDE YOGYAKARTA MENGGUNAKAN METODE IPA

Abstract

Assessment of the quality of hospital services is a crucial aspect in increasing patient satisfaction and loyalty. This study aims to analyze the quality of services at RSKIA PKU Muhammadiyah Kotagede Yogyakarta using the Importance Performance Analysis (IPA) method. This method is used to identify the level of importance and performance of various service attributes based on patient perception. The data was collected through a questionnaire that was distributed as many as 100 copies to outpatients and inpatients. The results of the analysis showed that some attributes were in Quadrant I (concentrate here), which signifies the need for immediate improvement as the level of importance is high but the performance is low. Meanwhile, other attributes are in Quadrant II (keep up the good work), III (low priority), and IV (possibly overkill). These findings provide a strategic overview for hospital management in determining service improvement priorities for improving quality and patient satisfaction.

Keywords: Service Quality, Satisfaction, RSKIA PKU Muhammadiyah Kotagede, IPA