Importance of Performance Analysis and Potential Gain in Customer Value’s of Service Quality in Hospitals

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. Keywords—Importance Performance Analysis (IPA); Potential Gain in Customer Value's (PGCV); service quality