Attributes that Need to be Improved

Oct 13, 2025 by wbrum.org 13 views

Analysis of Quality of Hospital Services, University of North Sumatra

Introduction

Providing quality health services is a crucial factor in determining patient satisfaction. The University of North Sumatra (USU) Hospital is one of the institutions that strive to provide the best possible care to its patients. However, evaluating the quality of services provided is an ongoing process that requires continuous assessment and improvement. This study aims to evaluate the patient's perception of the services provided at the USU Hospital using the servqual method, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA).

Background

The servqual method is a widely used tool in measuring service quality, which consists of five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The tangible dimension refers to the physical aspects of the service, such as the hospital's facilities and equipment. The reliability dimension refers to the hospital's ability to provide services in a timely and consistent manner. The responsiveness dimension refers to the hospital's ability to respond to patient needs and concerns. The assurance dimension refers to the hospital's ability to provide a sense of security and confidence to patients. The empathy dimension refers to the hospital's ability to understand and respond to patient emotions.

The Customer Satisfaction Index (CSI) is a tool used to measure customer satisfaction with a service. It is calculated by analyzing customer feedback and ratings on various aspects of the service. The Importance Performance Analysis (IPA) is a tool used to identify areas of improvement in a service. It is calculated by analyzing the importance of various aspects of the service and comparing them to the performance of the service.

Methodology

This study involved 100 respondents who were patients at the USU Hospital. The respondents were asked to provide feedback on various aspects of the service, including the hospital's facilities, staff, and services. The feedback was then analyzed using the servqual method, CSI, and IPA.

Results of Service Quality Analysis

The results of the CSI analysis show that the dimensions of reliability have a good assessment. Respondents appreciate the services provided, where hospital officers are considered very fast in serving patients, providing clear and easy to understand information, and are able to diagnose patient diseases appropriately and provide adequate solutions. In addition, officers are also considered to provide services in a timely manner.

However, it is important to conduct gap analysis to identify attributes or indicators that do not meet user expectations. By using the servqual method, this analysis will show aspects of service that needs to be improved. Through the Natural Sciences approach, we can determine which attributes need to get special attention for improvement in USU hospitals.

Attributes that Need to be Improved

From the results of the analysis using Natural Sciences, there are several attributes that are included in quadrant I that require attention and improvement. These attributes include:

Information about available facilities: Patients need to get more complete and clear information about the facilities in the hospital, including services that can be accessed.
Room Cleanliness: Cleanliness is very important in health services. A clean room will provide a sense of comfort for the patient and reduce the risk of infection.
Accuracy of the diagnosis and solutions provided by officers: it is important for officers to continue to increase their knowledge and ability to diagnose disease and provide the right solution.
Responsiveness to patient complaints: Officers must have a proactive attitude in handling patient complaints to increase the level of trust and satisfaction.
Waiting time for services: Patients often experience long waiting times for services, which can be frustrating and affect their overall satisfaction.

Conclusion

In an effort to improve the quality of services at the University of North Sumatra Hospital, it is very important to continue to evaluate and improve in various aspects of service. This study not only provides insight into patient satisfaction, but also emphasizes the importance of applying methods such as servqual, CSI, and Natural Sciences in service quality analysis. With a focus on attributes that need to be improved, USU hospitals can improve patient experience as a whole and meet their expectations in receiving quality health services.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve information about available facilities: The hospital should provide more complete and clear information about the facilities in the hospital, including services that can be accessed.
Enhance room cleanliness: The hospital should prioritize room cleanliness to provide a sense of comfort for patients and reduce the risk of infection.
Increase accuracy of diagnosis and solutions: The hospital should continue to increase the knowledge and ability of officers to diagnose disease and provide the right solution.
Improve responsiveness to patient complaints: The hospital should have a proactive attitude in handling patient complaints to increase the level of trust and satisfaction.
Reduce waiting time for services: The hospital should prioritize reducing waiting times for services to improve patient satisfaction.

Limitations

This study has several limitations. Firstly, the sample size is relatively small, which may not be representative of the entire patient population. Secondly, the study only focuses on the USU Hospital and may not be generalizable to other hospitals. Finally, the study only uses the servqual method, CSI, and IPA, which may not capture all aspects of service quality.

Future Research Directions

Future research should aim to:

Increase the sample size: Future studies should aim to increase the sample size to ensure that the findings are representative of the entire patient population.
Generalize to other hospitals: Future studies should aim to generalize the findings to other hospitals to increase the external validity of the study.
Use multiple methods: Future studies should aim to use multiple methods to capture all aspects of service quality.
Explore the impact of service quality on patient outcomes: Future studies should aim to explore the impact of service quality on patient outcomes, such as patient satisfaction, health outcomes, and quality of life.

By addressing these limitations and future research directions, future studies can provide a more comprehensive understanding of service quality and its impact on patient outcomes.
Frequently Asked Questions (FAQs) about Service Quality Analysis at the University of North Sumatra Hospital

Q: What is service quality analysis?

A: Service quality analysis is a process of evaluating the quality of services provided by an organization, in this case, the University of North Sumatra Hospital. It involves analyzing customer feedback and ratings on various aspects of the service to identify areas of improvement.

Q: Why is service quality analysis important?

A: Service quality analysis is important because it helps organizations to identify areas of improvement and make necessary changes to meet customer expectations. It also helps to increase customer satisfaction, loyalty, and retention.

Q: What methods were used in this study to analyze service quality?

A: The methods used in this study were the servqual method, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA).

Q: What are the dimensions of the servqual method?

A: The dimensions of the servqual method are tangible, reliability, responsiveness, assurance, and empathy.

Q: What are the key findings of this study?

A: The key findings of this study are that the dimensions of reliability have a good assessment, but there are areas that need improvement, such as information about available facilities, room cleanliness, accuracy of diagnosis and solutions, responsiveness to patient complaints, and waiting time for services.

Q: What are the recommendations of this study?

A: The recommendations of this study are to improve information about available facilities, enhance room cleanliness, increase accuracy of diagnosis and solutions, improve responsiveness to patient complaints, and reduce waiting time for services.

Q: What are the limitations of this study?

A: The limitations of this study are that the sample size is relatively small, the study only focuses on the USU Hospital, and the study only uses the servqual method, CSI, and IPA.

Q: What are the future research directions of this study?

A: The future research directions of this study are to increase the sample size, generalize to other hospitals, use multiple methods, and explore the impact of service quality on patient outcomes.

Q: How can service quality analysis be applied in real-world settings?

A: Service quality analysis can be applied in real-world settings by using the servqual method, CSI, and IPA to evaluate the quality of services provided by an organization. The findings of the analysis can be used to identify areas of improvement and make necessary changes to meet customer expectations.

Q: What are the benefits of service quality analysis?

A: The benefits of service quality analysis are that it helps organizations to identify areas of improvement, increase customer satisfaction, loyalty, and retention, and improve overall performance.

Q: How can service quality analysis be used to improve patient outcomes?

A: Service quality analysis can be used to improve patient outcomes by identifying areas of improvement in the quality of services provided, such as accuracy of diagnosis and solutions, responsiveness to patient complaints, and waiting time for services.

Q: What are the challenges of service quality analysis?

A: The challenges of service quality analysis are that it requires a significant amount of time and resources, it can be difficult to collect and analyze data, and it may require changes to existing processes and procedures.

Q: How can service quality analysis be used to improve employee engagement and retention?

A: Service quality analysis can be used to improve employee engagement and retention by identifying areas of improvement in the quality of services provided, such as training and development opportunities, recognition and rewards, and work-life balance.

Q: What are the future trends in service quality analysis?

A: The future trends in service quality analysis are the use of technology, such as artificial intelligence and machine learning, to analyze data and identify areas of improvement, and the use of more advanced methods, such as predictive analytics and data mining.