Importance Performance Analysis Matrix (Ipa Matrix) Service Quality of 22 Public Health in Padang City


Authors : Hayu Yolanda Utami, Rizky Natassia, Susi.

Volume/Issue : Volume 3 - 2018, Issue 11 - November

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://goo.gl/NgQdK4

Thomson Reuters ResearcherID : https://goo.gl/KTXLC3

The satisfaction of the community using primary services is the most important thing that must be achieved by every health facility. As the spearhead of health services in the era of National Health Insurance so that public health in this case the primary service providers are required to be able to provide health services that can meet patient expectations. This research type is descriptive assosiatif and using sampling technique convinience sampling with sample 1.100 respondent. This study used Importance Performance Analysis Matrix. The results of the study are as follows one of the items in the tangible dimension is in quadrant A. While those included in quadrant B are dimensions of tangible, empathy, reliability, and responsiveness. The Assurance Dimension is in the C quadrant.

Keywords : Importance Performance Analysis Matrix, Satisfaction, Service Quality, Public Health.

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