ANALISIS KUALITAS PELAYANAN POLIKLINIK PARU MENGGUNAKAN ADAPTASI SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS
DOI:
https://doi.org/10.58268/eb.v5i2.328Keywords:
service quality, SERVQUAL, IPA, outpatient services, pulmonary clinicAbstract
Service quality is an important factor in shaping patients’ experiences and trust in healthcare facilities. This study aims to analyze the gap between patients’ expectations and perceived service performance and to identify priorities for improving service quality at the Pulmonary Clinic of Jasa Kartini Hospital, Tasikmalaya City. This study employed a descriptive survey with a quantitative approach. Data were collected in November 2025 from 50 patients using a questionnaire measuring 18 service attributes across six dimensions of service quality: tangibles, accessibility, competence, reliability, comfort, and assurance. The data were analyzed using SERVQUAL and Importance Performance Analysis (IPA). The results showed that the average patient expectation score was 4.46, while the perceived performance score was 4.37, resulting in an overall service quality gap of -0.09. Two attributes were identified as the highest priorities for improvement: parking availability, with a gap of -0.86, and the ability to maintain patient privacy, with a gap of -0.62. Fifteen attributes were positioned in Quadrant B, while one attribute was located in Quadrant D. The study recommends optimizing parking management, strengthening patient privacy protection, and maintaining service attributes that already demonstrate good performance.
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