Evaluating Patient Satisfaction in Surabaya Public Health Centers Using an Integrated IPA–Kano Framework

Abstract

Quality healthcare services at community health centers (Puskesmas) are crucial for enhancing public satisfaction and trust, particularly in large cities like Surabaya. This study aims to identify and prioritize service attributes using Importance Performance Analysis (IPA), classify them using the Kano method, and integrate both approaches to formulate a comprehensive service improvement strategy. A survey method with questionnaires was administered to 85 patients at Puskesmas Surabaya, and the data were analyzed using IPA and Kano methods. The IPA results show that four variables fall into the low-priority quadrant: registration speed, the attitude of the staff in providing service, waiting room conditions, and the availability of adequate parking spaces. Meanwhile, the Kano method classified all attributes as One Dimensional (O), meaning that improving the quality of these attributes will proportionally enhance patient satisfaction. Conversely, satisfaction will decrease if the performance of these attributes declines. The integration of IPA and Kano methods highlights the need to improve the speed of registration, staff service attitudes, waiting room conditions, and parking availability. These findings emphasize the importance of focusing on these aspects to improve overall service quality and patient satisfaction