Fadya, Amanda Syafira (2024) Peningkatan Kualitas Layanan Rs Syafira Dengan Menggunakan Metode Importance Performance Analysis (IPA) dan Potential Gain In Customer Value (PGCV). Other thesis, Universitas Islam Riau.

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Abstract

This study was conducted to determine the Improvement of Service Quality of Syafira Hospital Pekanbaru Using Importance Performance Analysis (IPA) Method and Potential Gain In Customer Value (PGCV). The design of this study is a quantitative approach using the Servqual-IPA-PGCV method. The population in this study were all patients of the Syafira Hospital Pekanbaru polyclinic and the sample in the study was 100 respondents. Based on the results of the study, it is known that the gap value is still negative for each attribute. This shows that there are still attributes that need to be improved in terms of service quality. Based on the results of the servqual value measurement, there is still a gap between patient expectations and perceptions indicated by the five dimensions that have the highest gap values in each dimension. Based on the results of the IPA calculation, there are still some that need to be made a top priority to improve the quality of service, namely the service time must be carried out on time as promised. By using PGCV measurements, it can also be seen that there are still attributes that must be made a top priority in improving the quality of service, namely the waiting time for taking medicine must be done with a fast duration.

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