Andhika, Farhan (2026) Analisis Kepuasan Pasien terhadap Pelayanan Pendaftaran di Puskesmas Pesisir Menggunakan Metode Importance Performance Analysis (IPA). Diploma thesis, POLITEKNIK KESEHATAN TASIKMALAYA.
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Text (BAB I PENDAHULUAN)
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Abstract
ABSTRACT Background: Registration services are the initial stage that plays a crucial role in shaping patient perceptions of the quality of healthcare services. Patient satisfaction is influenced by the alignment between expectations and service performance. This study aims to analyze patient satisfaction with registration services at the Pesisir Community Health Center in Cirebon City using the Importance Performance Analysis (IPA) method. Research Methodology: This study employed a quantitative method with a descriptive analytical design. The sample size was 96 respondents selected using the Quota Sampling technique. Data were collected using a questionnaire and analyzed descriptively using the IPA method. Research Results: The average performance score was 4.07, higher than the importance score of 3.72, with a positive gap of 0.35. The highest gap was found in the reliability dimension at 0.38, while the lowest gaps were found in the empathy and tangibles dimensions at 0.32. Conclusion: The study indicates that registration services at the Pesisir Community Health Center in Cirebon City are categorized as very good because they meet and even exceed patient expectations. Keywords: Patient Satisfaction, Registration Services, Importance Performance Anaylisis (IPA) ABSTRAK Latar Belakang: Pelayanan pendaftaran merupakan tahap awal yang berperan penting dalam membentuk persepsi pasien terhadap kualitas pelayanan kesehatan. Kepuasan pasien dipengaruhi oleh kesesuaian antara harapan dan kinerja pelayanan. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pasien terhadap pelayanan pendaftaran di Puskesmas Pesisir Kota Cirebon menggunakan metode Importance Performance Analysis (IPA). Metodologi Penelitian: Penelitian ini menggunakan metode kuantitatif dengan desain deskriptif analitik. Sampel penelitian berjumlah 96 responden yang dipilih menggunakan teknik Quota Sampling. Data dikumpulkan menggunakan kuesioner dan dianalisis secara deskriptif serta menggunakan metode IPA. Hasil Penelitian: Menunjukkan rata-rata nilai performance sebesar 4,07 lebih tinggi dibandingkan importance sebesar 3,72 dengan gap positif 0,35. Gap tertinggi terdapat pada dimensi reliability sebesar 0,38, sedangkan gap terendah pada dimensi empathy dan tangibles sebesar 0,32. Kesimpulan: penelitian menunjukkan bahwa pelayanan pendaftaran di Puskesmas Pesisir Kota Cirebon berada pada kategori sangat baik karena mampu memenuhi bahkan melampaui harapan pasien. Kata Kunci: Kepuasan Pasien, Pelayanan Pendaftaran, Importance Performance Anaylisis (IPA)
| Item Type: | Thesis (Diploma) | ||||||||||||
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| Uncontrolled Keywords: | Kepuasan Pasien, Pelayanan Pendaftaran, Importance Performance Anaylisis (IPA). KTIRMIK2026, KTIRMIKCRB, KTICRB | ||||||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) L Education > L Education (General) R Medicine > R Medicine (General) |
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| Divisions: | Jurusan RMIK > D3 Rekam Medis & Informasi Kesehatan | ||||||||||||
| Depositing User: | CR3 FARHAN ANDHIKA | ||||||||||||
| Date Deposited: | 07 Sep 2026 01:40 | ||||||||||||
| Last Modified: | 11 Sep 2026 02:13 | ||||||||||||
| URI: | http://repo.poltekkestasikmalaya.ac.id/id/eprint/10124 |
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