Importance of Performance Analysis and Potential Gain in Customer Value’s of Service Quality in Hospitals
- DOI
- 10.2991/sores-18.2019.116How to use a DOI?
- Keywords
- Importance Performance Analysis (IPA); Potential Gain in Customer Value's (PGCV); service quality
- Abstract
The Center for Community Lung Health is one of the health care clinics in handling lung disease which provides various facilities and services for pulmonary disease in Bandung, West Java - Indonesia, at this clinic provides 8 polies in its services. The research aims to maintain and improve the quality of services at the center for community lung health. The method used is Importance Performance Analysis (IPA) and Potential Gain in Customer Value's (PGCV). The result of the research is that from the four quadrants there is quadrant I which is the main priority needs to be improved service, the priority of the first attribute regarding Employees always do greetings, smile, say hello. The second attribute about medical personnel must be nimble and respect patients, and the third attribute about employees provide services in accordance with the wishes and understand the needs of patients. The conclusion of the study is that attributes that have the highest priority in quadrant 1 for immediate improvement so that patients who are undergoing treatment can be more satisfied with the services provided.
- Copyright
- © 2019, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Nugraha Nugraha AU - Selamat Selamat AU - Julia Iriani PY - 2019/03 DA - 2019/03 TI - Importance of Performance Analysis and Potential Gain in Customer Value’s of Service Quality in Hospitals BT - Proceedings of the Social and Humaniora Research Symposium (SoRes 2018) PB - Atlantis Press SP - 503 EP - 507 SN - 2352-5398 UR - https://doi.org/10.2991/sores-18.2019.116 DO - 10.2991/sores-18.2019.116 ID - Nugraha2019/03 ER -