1 CHAPTER I INTRODUCTION 1.1 Background Nowadays, most of businesses in service industry are eager to improve their quality towards their customers. Efficient performance of service-based business highly depends on the service quality because it will affect the companies’ competitive advantage and customer satisfaction (Gill, 2009). Business growth is also spurred increasingly fierce competition. Therefore, the fulfillment of customer needs and improve the quality of service management is important to achieve better performance (Analoui, 1995). In health care industry, patients’ satisfaction already became a common issue as well. There is an increasing interest in measuring patients’ satisfaction towards medical care in the United States and other countries (al Kareem, Aday, & Walker, 1996). Moreover, some researches have mentioned about the importance of measuring the performance. According to Smith, Mossialos, & Papanicolas (2008), improvement of quality decision made by all parties within the health institution can be reach by measuring performance. Thereafter, Stewart and Locamy (2001) in Hasan (2006) admitted that measurement from patients’ perception would help health care institution to integrate the demands of the health care environment and institution’s strategy. According to the Health Minister Decree No. 417/2011, both general and private hospital in Indonesia must be accredited by the National Accreditation Committee (Komite Akreditasi Rumah Sakit, KARS) in order to enhance the service quality, which should prioritize the patient safety (Andayani, Marthias, Putri, & Armiatin, 2015). However, instead of the national accreditation, some hospital in Indonesia has internationally accredited by JCI (Joint Commission International). JCI is a non-profit affiliation formed by Joint Commission on Accreditation of Healthcare Organizations (JCAHO), providing leadership in health care accreditation and quality development for organization outside the United States. Most of countries and health care institution are eager to evaluate and improve their service in an attempt to meet the international standards (Hassan, 2006). This fact encourages the other hospital in Indonesia to be internationally accredited by JCI as well. 2 General hospital as an institution that provides medical and surgical treatment, along with nursing care for sick and injured people has responsibility to serve the patient at it best (who.int, n.d.). Dr. Hasan Sadikin General Hospital, which established in 1923, has become the people’s choice for medical and surgical treatment during this time. As the class A and biggest hospital in West Java, Hasan Sadikin General Hospital has function as a top referral hospital for tertiary health services in the province. Currently, it has 996 beds that can provide a wide range of services with 20 medical specialties and 125 sub specialties (rshs.or.id, n.d.). Since the Medical Faculty of Padjajaran University founded in 1957, Hasan Sadikin Hospital has been appointed as teaching hospital for the student of Medical Faculty. Not only for students from Medical Faculty of Padjajaran University, most medical faculty in Bandung also uses Hasan Sadikin Hospital as their teaching hospital (rshs.or.id, n.d.). A teaching hospital is used as learning space for students in order to support the development of science and technology in health and medicine with the availability of various types of sophisticated laboratory, telemedicine room, and also rooms for training, workshops, seminars, and discussions that equipped with the up-to-date equipment (rshs.or.id, n.d.). Resident doctor, as the general doctor that in the process of taking the specialties, actually is not the staff of the hospital (rshs.or.id, n.d.). They have to be supervised by the medical specialist for all of their action against patient. However, their intensity of meeting patient makes it important for the general hospital to control the performance of its medical student. Therefore, this research entitled “Patient Satisfaction Analysis toward Resident at Obstetrics and Gynecology Department in a General Hospital Using the Three-factor Theory and Importance-Performance Analysis”. Then, this study presents the multiple regression analysis with dummy variable that will classified the attributes into three factors and conduct the importance-performance analysis that the result will separate each attribute into the two-dimensional grid based on the performance and importance level. 1.2. Problem Statement This research found that the assessment of patients’ satisfaction towards the resident is important in order to optimize the service provision.