What is the significance of importance performance in the context of a hospital?

Importance-performance analysis (IPA) is a method that can be used by the management to help prioritize developing and improving service quality based on customer ratings. This study aims to determine the performance and patient satisfaction level in one of the public hospitals in Indonesia using the IPA method by using data from a patient satisfaction survey with a total of 572 patients as respondents. The service unit is the object of research, which is measured by the patient's performance and level of satisfaction. The results show that aspects of administrative services in the emergency room, maternity, radiology, and rehabilitation units need to improve service satisfaction with treatment requirements and procedures. The results also indicate that level of performance of the health service unit in the hospital as a whole is good.