ANALISIS KEPUASAN IBU HAMIL TERHADAP PELAYANAN ANTENATAL MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

Abstract

K4 visits of pregnant women in Banyuputih Health Center showed a significant decline, especially in 2016 to 2017 (106% to 68%). So it is very important to analyze the satisfaction of pregnant women with antenatal care in Banyuputih Health Center in order to increase new visits and maintain previous visits of pregnant women. The purpose of this study was to determine the satisfaction of pregnant women for antenatal care in Banyuputih Health Center based on the Importance-Performance Analysis method in 2018. The method of this study was quantitative with cross-sectional design. The population in this study were pregnant women who had performed ANC services at Banyuputih Health Center during 2018. The sample in this study were 61 people. Data collection was done using primary and secondary data. The instrument of this research was a questionnaire using a Likert scale. Data analysis was done using Importance-Performance Analysis (IPA). The results showed that pregnant women were not satisfied with the services given to ANC in Banyuputih Health Center with a negative gap value of -0.40. The results of the IPA analysis showed that overall 5 dimensions of reliability, responsiveness, assurance, empathy, tangible (43 service indicators) there are 7 services that need to be improved and 15 quality ANC services that need to be maintained.

Keywords: Pregnant Mother Satisfaction, Antenatal Care, Importance-Performance Analysis (IPA)