{"id":"https://openalex.org/W4388328137","doi":"https://doi.org/10.5530/pj.2023.15.146","title":"Strategy for Service Quality Improvement Based on Patient Experience Using Importance Performance Analysis in Inpatients General Hospital in South Sulawesi Province","display_name":"Strategy for Service Quality Improvement Based on Patient Experience Using Importance Performance Analysis in Inpatients General Hospital in South Sulawesi Province","publication_year":2023,"publication_date":"2023-11-02","ids":{"openalex":"https://openalex.org/W4388328137","doi":"https://doi.org/10.5530/pj.2023.15.146"},"language":"en","primary_location":{"id":"doi:10.5530/pj.2023.15.146","doi":"https://doi.org/10.5530/pj.2023.15.146","is_oa":true,"landing_page_url":"https://doi.org/10.5530/pj.2023.15.146","pdf_url":"http://phcogj.com/sites/default/files/PharmacognJ-15-5-743.pdf","source":{"id":"https://openalex.org/S2764874817","display_name":"Pharmacognosy Journal","issn_l":"0975-3575","issn":["0975-3575"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4360969232","host_organization_name":"EManuscript Services","host_organization_lineage":["https://openalex.org/P4360969232"],"host_organization_lineage_names":["EManuscript Services"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Pharmacognosy Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"http://phcogj.com/sites/default/files/PharmacognJ-15-5-743.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5104193132","display_name":"Asvika A Anwar","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I98301867","display_name":"Hasanuddin University","ror":"https://ror.org/00da1gf19","country_code":"ID","type":"education","lineage":["https://openalex.org/I98301867"]}],"countries":["ID"],"is_corresponding":true,"raw_author_name":"Asvika A Anwar","raw_affiliation_strings":["Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA","institution_ids":["https://openalex.org/I98301867"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015018042","display_name":"Syahrir A. Pasinringi","orcid":"https://orcid.org/0000-0001-5947-2596","observed_orcids":["https://orcid.org/0000-0001-5947-2596"]},"institutions":[{"id":"https://openalex.org/I98301867","display_name":"Hasanuddin University","ror":"https://ror.org/00da1gf19","country_code":"ID","type":"education","lineage":["https://openalex.org/I98301867"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Syahrir A Pasinringi","raw_affiliation_strings":["Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA","institution_ids":["https://openalex.org/I98301867"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5070476212","display_name":"Andi Zulkifli","orcid":"https://orcid.org/0000-0003-4420-5852","observed_orcids":["https://orcid.org/0000-0003-4420-5852"]},"institutions":[{"id":"https://openalex.org/I98301867","display_name":"Hasanuddin University","ror":"https://ror.org/00da1gf19","country_code":"ID","type":"education","lineage":["https://openalex.org/I98301867"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Andi Zulkifli","raw_affiliation_strings":["Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA","institution_ids":["https://openalex.org/I98301867"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079273583","display_name":"Fridawaty Rivai","orcid":"https://orcid.org/0000-0002-7336-7001","observed_orcids":["https://orcid.org/0000-0002-7336-7001","https://orcid.org/0000-0002-5213-4997","https://orcid.org/0009-0007-7194-8164"]},"institutions":[{"id":"https://openalex.org/I98301867","display_name":"Hasanuddin University","ror":"https://ror.org/00da1gf19","country_code":"ID","type":"education","lineage":["https://openalex.org/I98301867"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Fridawaty Rivai","raw_affiliation_strings":["Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA","institution_ids":["https://openalex.org/I98301867"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5007369425","display_name":"Andi Indahwaty Sidin","orcid":"https://orcid.org/0000-0002-9362-0780","observed_orcids":["https://orcid.org/0000-0002-9362-0780"]},"institutions":[{"id":"https://openalex.org/I98301867","display_name":"Hasanuddin University","ror":"https://ror.org/00da1gf19","country_code":"ID","type":"education","lineage":["https://openalex.org/I98301867"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Andi Indahwaty Sidin","raw_affiliation_strings":["Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Master of Hospital Administration Study Program, Faculty of Public Health, Hasanuddin University, Makassar, INDONESIA","institution_ids":["https://openalex.org/I98301867"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030162590","display_name":"Irwandy Irwandy","orcid":"https://orcid.org/0000-0001-9224-6240","observed_orcids":["https://orcid.org/0000-0001-9224-6240"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Irwandy Irwandy I","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5104193132"],"corresponding_institution_ids":["https://openalex.org/I98301867"],"apc_list":null,"apc_paid":null,"fwci":1.0044,"has_fulltext":true,"cited_by_count":4,"citation_normalized_percentile":{"value":0.75397127,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":96},"biblio":{"volume":"15","issue":"5","first_page":"743","last_page":"749"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.9369999766349792,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.9369999766349792,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.04230000078678131,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T12871","display_name":"Healthcare Quality and Management","score":0.020099999383091927,"subfield":{"id":"https://openalex.org/subfields/2739","display_name":"Public Health, Environmental and Occupational Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/patient-experience","display_name":"patient experience","score":0.9900000095367432},{"id":"https://openalex.org/keywords/service-quality-improvement","display_name":"service quality improvement","score":0.7730000019073486},{"id":"https://openalex.org/keywords/importance-performance-analysis","display_name":"importance-performance analysis","score":0.8769999742507935},{"id":"https://openalex.org/keywords/inpatient-care","display_name":"inpatient care","score":0.5789999961853027},{"id":"https://openalex.org/keywords/hospital-wards","display_name":"hospital wards","score":0.49000000953674316},{"id":"https://openalex.org/keywords/hospitalization","display_name":"hospitalization","score":0.7860000133514404},{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"patient satisfaction","score":0.9049999713897705},{"id":"https://openalex.org/keywords/south-sulawesi","display_name":"South Sulawesi","score":0.9679999947547913}],"concepts":[{"id":"https://openalex.org/C2777896191","wikidata":"https://www.wikidata.org/wiki/Q22907655","display_name":"Patient experience","level":3,"score":0.6863552331924438},{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.6252555251121521},{"id":"https://openalex.org/C122980154","wikidata":"https://www.wikidata.org/wiki/Q205555","display_name":"Feeling","level":2,"score":0.5603247880935669},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.5475319027900696},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.5163685083389282},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5156542062759399},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5060715079307556},{"id":"https://openalex.org/C158154518","wikidata":"https://www.wikidata.org/wiki/Q7310970","display_name":"Relevance (law)","level":2,"score":0.47944846749305725},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4741227924823761},{"id":"https://openalex.org/C201305675","wikidata":"https://www.wikidata.org/wiki/Q852998","display_name":"Stakeholder","level":2,"score":0.4500999450683594},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4272916913032532},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.41333794593811035},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.410774290561676},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.24308013916015625},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1419159471988678},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1231842041015625},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.5530/pj.2023.15.146","doi":"https://doi.org/10.5530/pj.2023.15.146","is_oa":true,"landing_page_url":"https://doi.org/10.5530/pj.2023.15.146","pdf_url":"http://phcogj.com/sites/default/files/PharmacognJ-15-5-743.pdf","source":{"id":"https://openalex.org/S2764874817","display_name":"Pharmacognosy Journal","issn_l":"0975-3575","issn":["0975-3575"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4360969232","host_organization_name":"EManuscript Services","host_organization_lineage":["https://openalex.org/P4360969232"],"host_organization_lineage_names":["EManuscript Services"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Pharmacognosy Journal","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.5530/pj.2023.15.146","doi":"https://doi.org/10.5530/pj.2023.15.146","is_oa":true,"landing_page_url":"https://doi.org/10.5530/pj.2023.15.146","pdf_url":"http://phcogj.com/sites/default/files/PharmacognJ-15-5-743.pdf","source":{"id":"https://openalex.org/S2764874817","display_name":"Pharmacognosy Journal","issn_l":"0975-3575","issn":["0975-3575"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4360969232","host_organization_name":"EManuscript Services","host_organization_lineage":["https://openalex.org/P4360969232"],"host_organization_lineage_names":["EManuscript Services"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Pharmacognosy Journal","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/3","score":0.9391000270843506,"display_name":"Good health and well-being"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4388328137.pdf","grobid_xml":"https://content.openalex.org/works/W4388328137.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W116849417","https://openalex.org/W656779579","https://openalex.org/W1487089074","https://openalex.org/W1970402964","https://openalex.org/W1981909976","https://openalex.org/W1993642100","https://openalex.org/W2093503496","https://openalex.org/W2109661183","https://openalex.org/W2116690628","https://openalex.org/W2478668717","https://openalex.org/W2896636311","https://openalex.org/W2955474033","https://openalex.org/W3121630387","https://openalex.org/W3148329519","https://openalex.org/W4231062611","https://openalex.org/W4367626132","https://openalex.org/W4367626914","https://openalex.org/W4367627106","https://openalex.org/W4367627511"],"related_works":["https://openalex.org/W7221627396","https://openalex.org/W7125694581","https://openalex.org/W7217099895","https://openalex.org/W7123348114","https://openalex.org/W7166540175","https://openalex.org/W4311072506","https://openalex.org/W2735122507","https://openalex.org/W4409858003","https://openalex.org/W7217973876","https://openalex.org/W2808324433"],"abstract_inverted_index":{"Background:":[0],"Over":[1],"the":[2,26,68,78,86,119,129,155,164,178,206,212,227],"past":[3],"few":[4],"years,":[5],"patient":[6,17,19,36,99,133,156,185,197,233],"satisfaction":[7,20],"surveys":[8,21],"have":[9,159,169],"been":[10],"used":[11],"to":[12,57,81,84,145,183,225,231],"provide":[13,40],"an":[14],"indication":[15],"of":[16,63,70,88,111,131,154,180,187],"experience.However,":[18],"do":[22],"not":[23],"accurately":[24],"describe":[25],"feelings":[27],"and":[28,59,116,147,172,190,199,235],"experiences":[29],"that":[30,54,65,158],"are":[31,55,151],"actually":[32],"felt":[33],"by":[34,203],"patients.Using":[35],"experience":[37,134,157,198,234],"measurements":[38],"can":[39,66,195,221],"information":[41],"on":[42,98,205],"what":[43],"events":[44],"occur":[45],"when":[46],"getting":[47],"services":[48,189],"at":[49,76,94,163],"health":[50,71],"facilities,":[51],"measure":[52],"aspects":[53],"important":[56],"patients":[58,113],"see":[60],"their":[61],"point":[62],"view":[64],"improve":[67,85,196,232],"quality":[69,87,202],"services.Objective:":[72],"The":[73,101],"study":[74,102,176],"aimed":[75],"analyzing":[77],"best":[79],"strategy":[80],"be":[82],"implemented":[83],"service":[89,201],"for":[90,193],"Provincial":[91],"General":[92],"Hospital":[93],"South":[95],"Sulawesi":[96],"based":[97],"experience.Methods:":[100],"design":[103],"was":[104,114],"quantitative":[105],"with":[106,118],"descriptive":[107],"analysis":[108],"approach.A":[109],"sample":[110],"382":[112],"determined":[115],"selected":[117],"certain":[120],"criteria.Data":[121],"were":[122],"collected":[123],"using":[124],"a":[125,132],"measuring":[126],"instruments":[127],"in":[128,210,229],"form":[130],"questionnaire":[135],"which":[136,211],"contains":[137],"48":[138],"questions.Results:":[139],"In":[140],"these":[141],"three":[142],"hospitals,":[143],"admission":[144],"hospital":[146,148,188,213,223],"ward":[149],"environment":[150],"two":[152],"dimensions":[153,209],"had":[160],"unsatisfactory":[161,170],"outcomes.Meanwhile,":[162],"Sayang":[165],"Rakyat":[166],"Hospital,":[167],"they":[168],"care":[171],"treatment":[173],"dimensions.Conclusions:":[174],"This":[175],"highlights":[177],"relevance":[179],"utilizing":[181],"IPA":[182],"evaluate":[184],"perspectives":[186],"suggest":[191],"opportunities":[192],"improvement.Hospitals":[194],"overall":[200],"concentrating":[204],"most":[207],"critical":[208],"is":[214],"performing":[215],"poorly":[216],"(Quadrant":[217],"A).The":[218],"study's":[219],"findings":[220],"help":[222],"stakeholder":[224],"identify":[226],"methods":[228],"order":[230],"satisfaction.":[236]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2023-11-04T00:00:00"}
