TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN LABORATORIUM RSUD DATU SANGGUL RANTAU APRIL 2014

Nuril Solihah, NS and M. Nazarudin, MN and Muhamad Muslim, MM (2014) TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN LABORATORIUM RSUD DATU SANGGUL RANTAU APRIL 2014. KTI thesis, AAK Borneo Lestari.

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Abstract

Tingkat Kepuasan Pelanggan Terhadap Pelayanan Laboratorium RSUD Datu Sanggul Rantau April 2014 Customer Satisfaction Level Of The Hospital Laboratory Services Datu Sanggul Rantau April 2014 Nuril Sholihah(1), Muhamad Muslim(2), Muhammad Nazaruddin(1) 1) Akademi Analis Kesehatan Borneo Lestari Banjarbaru 2) Jurusan Analis Kesehatan Politeknik Kesehatan Kemenkes Banjarmasin Akademi Analis Kesehatan Borneo Lestari Banjarbaru Kalimantan Selatan Jalan Kelapa Sawit 8 Bumi Berkat No.1 RT.2 RW.1 Telp (0511) 7672224 Banjarbaru Kalimantan Selatan 70714 e-mail : nurilsholihah@gmail.com ABSTRACT Increasing competition and customers are more selective and knowledgeable require laboratory as one health care provider to constantly improve the quality of service. Overseas bun Datu Hospital Laboratory is one of the laboratories in Rantau town Tapin district, where there is a significant increase in the number of patients each year, but from the beginning of the lab was on the run, never done before so that customer satisfaction measurement author felt the need examined the level of customer satisfaction with hospital laboratory services Datu bun Rantau April 2014. purpose of this study to determine the level of customer satisfaction with hospital laboratory services Datu bun Rantau and to determine customer satisfaction in the sub-variables Reliability, Responsiveness, Assurance, Empathy, and Tangible. This study is a descriptive survey respondents were 60 respondents to the characteristics of the patient come more than once. Sampling techniques conducted by purposive sampling. The level of customer satisfaction with hospital laboratory services Datu Overseas bun is 15 people (25%) expressed very satisfied, 44 (73.3%) said they were satisfied and 1 (1.7%) expressed less satisfaction. Customer satisfaction in the sub variable reliability are included in the range are very satisfied (82.50%), sub variable responsiveness included in the range are satisfied (76.67%), sub variable assurance included in the range are satisfied (76.67%), sub empathy variables including in the range of satisfied (78.33%), and sub-variables included in the range of tangibles satisfied (76.25%) which is expected to the Datu laboratoriumRSUD Overseas bun in order to improve the physical condition (tangibles). Keywords: Customer satisfaction, Datu Hospital Laboratory bun Overseas ABSTRAK Semakin ketatnya persaingan serta pelanggan yang semakin selektif dan berpengetahuan mengharuskan laboratorium selaku salah satu penyedia jasa pelayanan kesehatan untuk selalu meningkatkan kualitas pelayanannya. Laboratorium RSUD Datu Sanggul Rantau merupakan salah satu dari laboratorium yang ada di kota Rantau Kabupaten Tapin, yang mana terdapat peningkatan yang cukup signifikan pada jumlah pasien setiap tahunnya, namun dari awal laboratorium itu di jalankan, tidak pernah dilakukan pengukuran kepuasan pelanggan sebelumnya sehingga penulis merasa perlu meneliti tingkat kepuasan pelanggan terhadap pelayanan laboratorium RSUD Datu Sanggul Rantau April 2014. Tujuan penelitian ini untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan laboratorium RSUD Datu Sanggul Rantau dan untuk mengetahui kepuasan pelanggan pada sub variabel Reliability, Responsiveness, Assurance, Empathy, dan Tangible. Penelitian ini merupakan survey deskriptif dengan jumlah responden sebanyak 60 responden dengan karakteristik pasien datang lebih dari sekali. Tehnik sampling dilakukan secara purposive sampling. Tingkat kepuasan pelanggan terhadap pelayanan laboratorium RSUD Datu Sanggul Rantau adalah 15 orang (25%) menyatakan sangat puas, 44 orang (73,3%) menyatakan puas dan 1 orang (1,7%) menyatakan kurang puas. Kepuasan pelanggan pada sub variabel reliability termasuk dalam range sangat puas (82,50%), sub variabel responsiveness termasuk dalam range puas (76,67%), sub variabel assurance termasuk dalam range puas (76,67%), sub variabel emphaty termasuk dalam range puas (78,33%), dan sub variabel tangibles termasuk dalam range puas (76,25%) sehingga diharapkan kepada pihak laboratoriumRSUD Datu Sanggul Rantau agar dapat meningkatkan pada kondisi fisik (tangibles).

Item Type: Thesis (KTI)
Subjects: R Medis > D3 TLM, AAK Borneo Lestari
Divisions: AAK Borneo Lestari > D3 Teknologi Laboratorium Medik
Depositing User: Edy E Perpus
Date Deposited: 12 Oct 2018 01:54
Last Modified: 24 Jul 2019 02:19
URI: http://repo.stikesborneolestari.ac.id/id/eprint/474

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