ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP MUTU PELAYANAN DI UNIT TRANSFUSI DARAH RUMAH SAKIT UMUM AROSUKA KABUPATEN SOLOK

DENI FIDIA PUTRI, DENI FIDIA PUTRI (2021) ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP MUTU PELAYANAN DI UNIT TRANSFUSI DARAH RUMAH SAKIT UMUM AROSUKA KABUPATEN SOLOK. Skripsi thesis, Universitas Perintis Indonesia.

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Abstract

Customer satisfaction is a level of customer feelings that arise as a result of the performance of health services obtained after the patient compares with what he expects. This situation does not only apply to commercial service providers, but also institutions that are resistant to excellent public service quality. Likewise with the Blood Transfusion Unit of the Arosuka Hospital (UTDRS) Solok Regency. The purpose of this study was to determine customer satisfaction, namely the recipient's family at UTDRS Arosuka, Solok Regency. This research is descriptive with a cross sectional approach with a sample of 68 respondents taken by non-probability sampling technique by Accidental Sampling. The results show that the level of customer satisfaction at UTDRS Arosuka Solok Regency is very good with a conversion value of 88.63 and there is a relationship between reliability (Reliability) p-value (0.000), Responsiveness (Responsiveness) p-value (0.000), Guarantee (Assurance) p-value (0.000), Physical Evidence (Tangibility) p-value (0.000), Empathy (Empathy) p-value (0.047) with customer satisfaction. It was concluded that the level of customer satisfaction at UTDRS was above the standard and there was a relationship between service quality and customer satisfaction. It is hoped that the management of UTDRS Arosuka Solok Regency can maintain the quality of its service so that customers are always satisfied in receiving service.

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