13 CHAPTER III METHODOLOGY This chapter elaborates the methodology that will guide the completion of this research. Research methodology is a set of systematic steps, which will be used to solve in form of methods. There are several stages that need to be accomplished as shown as Figure 3. 3.1. Research Methodology Research design below helps to guide in obtaining the information needed. Figure 3. Research Design 14 3.2. Problem Identification The objective of problem identification is to determine the importance of doing this research and looking forward for the further impact of the business process. Looking at the current condition, Hasan Sadikin Hospital eager to improve the service of resident toward their patient and in the process of pursuing the JCI accreditation. Therefore, those conditions support this research to be conducted. In this developing era, this research identifies the importance of assessing the patients’ satisfaction towards the service performance of resident in Hasan Sadikin Hospital. In addition, it obviously supports the desire to reach the international accreditation by JCI. The result of this research will help general hospital in developing the strategy to improve the service provision by fulfilling the basic need of patients and also enhance the excitement factors to increase the satisfaction level. 3.3. Literature Review After defining the problem and set the research objective, the next step is reviewing the prior literature related to our research. The theory used in this research must be proved academically. So that the literatures review became the references for every action taken in this research. This research needs to review the prior literature that related to patient satisfaction, service quality, SERVQUAL dimension, importance-performance analysis, and three factor theory of customer satisfaction. 3.4. Data Collection This research used survey and interview method to get the data. Survey method is a research technique in which a sample is interviewed in some form or the behavior of the respondents is observed and described in some way (Zikmund, Babin, Carr, & Griffin, 2010). The data obtained from the questionnaire and depth interview toward the patient at obstetrics and gynecology department in Hasan Sadikin Hospital. 15 3.4.1. Questionnaire Design The questionnaire developed from SERVQUAL method, which consist of five dimensions (reliability, responsiveness, assurance, empathy, and tangible). The questionnaire will be classified into performance and importance of attribute-level using the Likert scale 1 to 5. The information about patient satisfaction and service expectation are gained by distributing questionnaire through the respondent, which are the patient at obstetrics and gynecology in Hasan Sadikin Hospital. There will be twelve questions, later will be called as attributes, that represent the service provided by resident at Hasan Sadikin Hospital. Table 1. Attributes Development Dimension Attributes Reliability Schedule accuracy of visiting patients (Resident visit the patient on time as promising) Responsiveness Service response speed (Resident quickly respond the patient’s complaint) Responding to complaints of patients well (Resident overcome the complaints in accordance with the patient’s needs and procedures) Providing the opportunity to ask for the patient (Resident give the time for patient to ask related to the medical info) Assurance Diagnosis Accuracy (Resident appropriately diagnose the disease based on the complaint) Clarity provision of medical information (Resident explains all the information related with the disease such as medicine, food, etc.) The hospitality and politeness in providing services (Resident act hospitable and polite in giving the service to the patients) Empathy Easily accessible (Resident is easily accessible when the patient requires explanation) Understanding the needs of patients (Resident understand the needs of the patient’s disease therapies that are adjusted to specific needs) Two-way communication to patients (Resident asks about the condition of the patient and take the time to answer questions about the disease) Tangible Neatness of appearance (Resident dressed neatly) Completeness of equipment used (Resident has prepared the necessary equipment while visiting patients) 16 3.4.2. Research Attributes Scaling The questionnaire will use Likert scale 1 to 5 for each statement.