Latar Belakang: Instalasi rawat inap khusus di RSUD Wangaya Denpasar di beri nama Paviliun Praja Amerta yang saat ini tingkat huninya masih rendah hanya mencapai 55,58% (Standar Depkes: 75% - 85%) dan pasien loyalnya hanya 4%, serta tingkat kepuasan pasien belum memuaskan. Tujuan penelitian: Mendeskripsikan tingkat kepentingan atau harapan pasien dan kinerja pelayanan paviliun Praja Amerta serta untuk mengetahui posisi tingkat kepentingan pasien berdasarkan kinerja paviliun Praja Amerta dengan menggunakan Importance – Performance Analysis dari Martilla and James (1977), dan diagram cartesius. Metoda penelitian: Penelitian ini adalah penelitian kuantitatif menggunakan rancangan cross sectional study. Pada penelitian ini ditambahkan data kualitatif untuk memperkuat data kuantitatif. Subjek penelitian paviliun Praja Amerta RSUD Wangaya Denpasar. respondennya pasien-pasien rawat inap yang akan pulang dan pasien-pasien yang akan dirawat inap, minimal dirawat 48 jam dan ex. pasien rawat inap, keluraga pasien rawat inap serta masyarakat umum sekitar kota Denpasar. Instrumen penelitian adalah kuesioner dengan variabel dari kualitas pelayanan (reliability, responsiveness, assurance, emphaty dan tangibles). Pengambilan sampel dengan metoda simple random sampling dan dengan FGD untuk mendapatkan data kualitatif. Hasil dan pembahasan: Variabel reliability, dan assurance merupakan faktor yang paling penting oleh pasien dalam memilih pelayanan rawat inap di Paviliun Praja Amerta, namun variabel tangibles dianggap tidak penting. Kenyataannya dalam diskusi kelompok terarah dan wawancara terbuka, selain dua faktor diatas, faktor tangibles dan emphaty juga mempengaruhi seseorang dalam memilih rumah sakit. Kinerja Paviliun Praja Amerta yang diberikan ke pasien adalah variabel responsiveness yang paling utama. Tampak ada kesenjangan persepsi antara pasien dengan pihak manajemen Paviliun. Di dalam diagram cartesius, variabel reliability, responsiveness dan assurance yang ditampilkan oleh Paviliun berada di kuadran B, sesuai dengan harapan pasien rawat inap, sedangkan variabel emphaty dan tangibles berada di kuadran C, mendapat prioritas yang rendah dari pihak manajemen Paviliun maupun pasien rawat inap. Kesimpulan dan saran: Tingkat kepentingan pasien rawat inap yang utama pada variabel reliability tapi kinerja yang ditunjukan oleh Paviliun Praja Amerta yang utama variabel responsiveness. Diagram cartesius menunjukkan, variabel reliability responsiveness dan assurance berada pada kuadran B, variabel emphaty dan tangibles berada di kuadran C. Kinerja variabel reliability, responsiveness dan assurance harus dipertahankan, dan yang harus diperhatikan manajemen Paviliun Praja Amerta, adalah variabel tangibles dan emphaty.

Background: Special inpatient installation in Wangaya Regional General Hospital Denpasar, was named Praja Amerta Pavilion, its occupancy level or its utilization level was still low, that was only reach 55.58% (Health Department Standard: 75%-85%) and its loyal patients was only 4%, as well as was not meet the patient’s satisfaction level. Objectives: To analysis the patient’s interest level or expectation and the service performance of Praja Amerta pavilion as well as to know the magnitude of patient’s interest level based on the performance of Praja Amerta pavilion using Importance – Performance Analysis from Martilla and James (1977), and Cartesius diagram. Methods: The research was quantitative research using cross sectional design and by qualitative data. The subject of the research was Praja Amerta pavilion of Wangaya Regional General Hospital, Denpasar, and its respondent was inpatients which would discharge and the patients that would be inpatient, experiencing at least 48 hours treatment and ex in patient, the family of inpatient as well as general public around Denpasar. The research instrument was questionnaire, with variable from five dimensions of service quality (reliability, responsiveness, assurance, empathy and tangibles). The sampling method was simple random sampling and FGD to obtain qualitative data. Results: Reliability, and assurance variable form of most important factor for the patient in choosing inpatient service in Praja Amerta pavilion, but the tangible variable was considered not so important. But in focus group discussion and open interview, other than both factors, tangible and empathy factor also influence someone in choosing a hospital. The performance of Praja Amerta Pavilion that provide for the patient, was the most primary responsiveness variable. At a glance there was discrepancy between the patient and Pavilion management. The Cartesian diagram, showed that, the reliability, responsiveness and assurance variables that demonstrated by Pavilion had magnituded in B quadrant accoring to inpatient’s expectation, while the empathy and tangibles variables had magnituded in C quadrant, get low priority from both the pavilion management and inpatients. Conclusions: The inpatient’s most interest was at reliability variables, but the performance that demonstrated by Praja Amerta Pavilion, the primary was responsiveness varaibles. In Cartesius diagram, reliability, responsiveness, and assurance was positioned at B quadrant, empathy and tangibles variables positioned at C quadrant. The performance of reliability, responsiveness and assurance variables should be keep, but the Praja Amerta Pavilion management must take attention to tangibles and empathy variables.

Kata Kunci : Tingkat kepentingan,Tingkat kinerja dan mutu pelayanan paviliun Praja Amerta RSUD Wangaya Denpasar, Inpatient’s interest level, the level of performance and quality of service of Praja Amarta Pavilion of Wangaya Regional General Hospital, Denpasar.