Kepuasan Pelanggan berdasarkan Dimensi Timeliness Kualitas Jasa Evans dan Lindsay dengan Metode Importance Performance Analysis
Based on Keputusan Menteri Pendayagunaan Aparatur Negara Nomor KEP/25/M.PAN/2004 level of customer satisfaction of a service can be judged by the Community Satisfaction Index, there are fourteen elements of these services have a standard that is equal to 85%. General clinic and specialist in Menur Mental Hospital Surabaya has a Community Satisfaction Index by 75.11% which is below the standard of 85%. This research was purposed to analyzing customer satisfaction based on the level of importance of hospital performance in timeliness dimension of Evans and Lindsay service quality with importance performance analysis method. The research design was observational with cross sectional approach. Research conducted on November 2016 included 98 customer in General clinic and Specialist in Menur Mental Hospital Surabaya as respondents. Data were analyzed by Importance Performance Analysis. The result showed respondents considered that all aspects of the timeliness dimension is very important, especially for check the wait time ≤ 60 minutes aspect with mean importance value is 3.58, and performance service respondents considered check wait time ≤ 60 minutes aspect had smaller mean value performance (2.44) from the mean performance timeliness (2.84). The conclusion is customer not satisfied with timeliness dimension of Evans and Lindsay service quality.
Keywords: Customer Satisfaction, Importance-Performance Analysis, Timeliness
Aditama, T.Y. (2003). Manajemen Administrasi Rumah Sakit, Edisi Kedua . Jakarta: PenerbitUnversitas Indonesia (UI Press)
Anjaswarni, T. (2002). Analisis tingkat kepuasan klien terhadap perilaku caring perawat di Ruang rawat instalasi rawat inap RSUD Saiful Anwar Malang. Jakarta : FIKUI.
Azwar, A. (2008). Pengantar Administrasi Kesehatan. Edisi Kelima. Jakarta. Binarupa Aksara.
Brandt,. D.R. (2000). An “Outside-In” Approach to Determining Customer Driven Priorities for Improvement and Innovation. White Paper Series. Vol 2-2000
Evans, W. and Lindsay. (2007). Pengantar Six Sigma. Jakarta: Salemba Empat
Hock, C. and Sarstedt, M. (2010). Management of multi-purpose stadiums: Importance and performance measurement of service interfaces. International Journal of Services Technology and Management, 14(2), 188-207
Lupiyoadi, R dan Hamdani, A., (2006), Manajemen Pemasaran Jasa, Salemba Empat, Jakarta.
Magal, S & Levenburg, N. (2005). Using ImportancePerformance Analysis to Evaluat e-business Strategies Among Small Business. Preceeding of 38 th. Hawaii International Conference on System Science
Notoatmodjo, S. 2012. Promosi kesehatan dan Perilaku Kesehatan. Jakarta : Rineka cipta
Sihombing, U. (2002). Membangun Kepuasan Pelanggan melalui Pelayanan. Jakarta: Erlangga
Simamora, B. (2004). Panduan Riset Perilaku Konsumen. Jakarta: Gramedia Pustaka Utama
Tjiptono, F. (2004). Manajemen Jasa. Edisi Pertama. Yogyakarta: Penerbit Andi
Tjiptono, F dan Chandra. (2007). Strategi Pemasaran. Edisi Kedua. Yogyakarta: Penerbit Andi.
1. As an author you (or your employer or institution) may do the following:
- make copies (print or electronic) of the article for your own personal use, including for your own classroom teaching use;
- make copies and distribute such copies (including through e-mail) of the article to research colleagues, for the personal use by such colleagues (but not commercially or systematically, e.g. via an e-mail list or list server);
- present the article at a meeting or conference and to distribute copies of the article to the delegates attending such meeting;
- for your employer, if the article is a ‘work for hire’, made within the scope of your employment, your employer may use all or part of the information in the article for other intra-company use (e.g. training);
- retain patent and trademark rights and rights to any process, procedure, or article of manufacture described in the article;
- include the article in full or in part in a thesis or dissertation (provided that this is not to be published commercially);
- use the article or any part thereof in a printed compilation of your works, such as collected writings or lecture notes (subsequent to publication of the article in the journal); and prepare other derivative works, to extend the article into book-length form, or to otherwise re-use portions or excerpts in other works, with full acknowledgement of its original publication in the journal;
- may reproduce or authorize others to reproduce the article, material extracted from the article, or derivative works for the author’s personal use or for company use, provided that the source and the copyright notice are indicated.
All copies, print or electronic, or other use of the paper or article must include the appropriate bibliographic citation for the article’s publication in the journal.
2. Requests from third parties
Although authors are permitted to re-use all or portions of the article in other works, this does not include granting third-party requests for reprinting, republishing, or other types of re-use.
3. Author Online Use
- Personal Servers. Authors and/or their employers shall have the right to post the accepted version of articles pre-print version of the article, or revised personal version of the final text of the article (to reflect changes made in the peer review and editing process) on their own personal servers or the servers of their institutions or employers without permission from JAKI;
- Classroom or Internal Training Use. An author is expressly permitted to post any portion of the accepted version of his/her own articles on the author’s personal web site or the servers of the author’s institution or company in connection with the author’s teaching, training, or work responsibilities, provided that the appropriate copyright, credit, and reuse notices appear prominently with the posted material. Examples of permitted uses are lecture materials, course packs, e-reserves, conference presentations, or in-house training courses;