ii PATIENT SATISFACTION ANALYSIS TOWARD RESIDENT IN THE OBSTETRICS AND GYNECOLOGY DEPARTMENT OF HASAN SADIKIN HOSPITAL USING THE THREE -FACTOR THEORY AND IMPORTANCE- PERFORMANCE A NALYSIS Fathimah Raihanah Salim Martak NIM: 19013046 Bachelor of Management School of Business and Management Institut Teknologi Bandung Supervisor: Dr. Mursyid Hasan Basri, S.T., M.T. ABSTRACT The intensity of resident doctor meeting the patients makes it important for the institution taking control of their performance. A good measurement will help the management assess their performance over time. Some studies believed that the success of a health care institution also depends on the satisfying of patients’ expectation. Hence, this study will perform the measurement of patient satisfaction to help the Hasan Sadikin Hospital creates continuous improvement in order to fulfill the needs and enhance the satisfaction toward the service of the resident doctor at obstetrics and gynecologic department. This research uses the three-factor theory and importance-performance analysis to analyze the patient satisfaction. Three-factor theory is a model that distinguishes the different types of quality attributes into three, which are basic, performance, and excitement factor. Each factor gives different impact to the customer satisfaction. Importance-Performance Analysis (IPA) is a common technique that used to comprehend the customer satisfaction and prioritize the improvement area.