Analisis Kepuasan Konsumen dan Usulan Perbaikan terhadap Dimensi Jasa di Klinik Bersalin DS dengan Menggunakan Customer Satisfaction Index dan Importance-Performance Analysis.

Mohammad Ilhamsyah Akbar, Teuku Alfadesavior Bashayev, Renny Reswati

Abstract


Peningkatan kualitas sangatlah penting bagi penyedia jasa, tak terkecuali jasa di bidang kesehatan. Klinik Bersalin DS adalah salah satu rumah bersalin yang belum pernah melakukan pengukuran tingkat kepuasan pelanggan. Penelitian ini mengukur tingkat kepuasan keseluruhan dengan menggunakan Customer Satisfaction Index (CSI) serta mengelompokkan item-item yang mendeskripsikan kepuasan ke dalam diagram Importance Performance Analysis. Item-item yang masuk ke dalam kategori A (concentrated here) akan dijabarkan lebih lanjut dan dicari solusi perbaikannya menggunakan framework 5W+1H. Hasil perhitungan CSI menunjukkan skor 76,99 yang masuk ke dalam kategori puas. Namun ada beberapa item kuesioner yang harus diperbaiki, antara lain: kebersihan ruangan, tidak adanya media untuk menampung saran, serta kurang sigapnya bidan dalam melayani pasien yang datang. Beberapa solusi yang dihasilkan antara lain: pelatihan untuk bidan, merancang SOP pemeriksaan, perbaikan sistem kebersihan serta merancang sistem penanganan keluhan konsumen.

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References


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DOI: http://dx.doi.org/10.36055/joseam.v2i1.19198

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