CUSTOMER SATISFACTION ANALYSIS IN HEALTH CARE BASED ORGANIZATION, BY USING IMPORTANCE PERFORMANCE ANALYSIS AND POTENTIAL GAIN IN CUSTOMER VALUE IN HOSPITAL XY, JAKARTA

Abstract

This research would like to find out about customer satisfaction on the service industry business especially in the Home care based organization one of them is hospital. Customer satisfaction can be obtained from the comparison between customer’s desired performances and actual performance of the service provider. Explanation is simple if company performance higher than customer desired, then customer will get higher satisfaction and vice versa. In this research Hospital XY in-patient care grade 3 has not maximized in the quality of service and also not fulfill customer needs. Therefore, Hospital XY, in-patient care grade 3 should be analyzed based on the application of Service quality. Consist of Tangible, Reliability, Responsiveness, empathy, assurance variable by using Importance performance analysis from 5 variables and twenty attributes has been analyzed and resulted Hospital XY should performed more better in representing them self because most of the attributes needed to improve were at tangible attributes. By using Potential Gain in Customer Value also known major improvement priorities that will help Hospital XY in achieving greater patient satisfaction need. Overall, the gap analysis between performance and importance of patient (expectation) of Hospital XY mostly not surpassed customer satisfaction.