Analisis faktor-faktor yang mempengaruhi kepuasan pelanggan laboratorium klinik Rumah Sakit Husada Jakarta

KURNIAWAN, Herman, Prof.dr. Makmuri Muchlas, SpKJ.,PhD

2001 | Tesis | S2 Ilmu Kesehatan Masyarakat

Laboratorium Klinik Ruinah Sakit Husada (LKRSH) Jakarta sebagai salah satu penunjang penghasilan rumah sakit, memberikan kontribusi penghasilan rumah sakit terbesar kedua setelah instalasi farmasi. Tujuan dari penelitian adatah untuk mengetahui tingkat kepuasan dan kepercayaan pelanggan terhadap pelayanan yang ada di Laboratorium Klinik Rumah Sakit Husada Jakarta. Penelitian ini merupakan penelitian tentang kepuasan pelayanan di LKRSH yang meliputi empati, tanggung jawab, komunikasi dan hubungan interpexsonal yang dihubungkan dengan kualitas pelayanan dan kepercayaan pelanggan terhadap kualitas pelayanan tersebut. Populasi penelitian adalah semua pelanggan rawat jalan di LKRSH Jakarta yang memenuhi kriteria inklusi (pelanggan menderita penyakit mental, tidak dapat membaca, ketuaan serta pengisian kuesioner sangat ti& lengkap). Hasil penelitian menunjukkan bahwa terdapat hubungan yang bermakna antara kualitas pelayanan dengan tingkat kepuasan pelanggan laboratorium Minik (r = 0,854; p

Husada Hospital Jakarta (RSH) is a type I3 private hospital with a capacity of 540 beds. Currently the hospital has sufficient facilities to service its patients in today's competitive globalization era. Other than having a general polyclinic and specialization, RSH is also equipped with diagnostic facilities, such as the laboratory, which is the number 2 revenue contributor for the hospital. In the last 3 years the laboratory has experienced a decrease in customer visits. The main factor of the decrease is not yet determined. This is a concern because the radiology installation which at the moment is the number 3 revenue contributor has almost surpassed the laboratory as the number 2 revenue generator. This condition has motivated researchers to do surveys on the relation between customers' satisfaction and the customers' trust on quality of service. The purpose of this research is to determine the demographic characteristic of LKRSH customers, the satisfaction and trust level of the laboratory quality of service. In addition to that, the correlation between quality, satisfaction and customers' trust as well as to find out the relation between information and health promotion towards the trust level of LKRSH customers. This investigation was done using the non-experimental cross sectional method, which consisted of two stages: qualitative explorative and quantitative questionnaire (120 respondents as sample). The analysis unit and research subjects are the non-overnight patients at RSH who are the customers of the laboratory. The questionnaire was used to measure the service quality variable, satisfaction, trust as well as information and health promotion. Data are processed quantitatively using the 7 series SPSS software and statistical examination that is widely used is the Pearson correlation coefficient (Product Moment) and median regression statistical examination. The result of the investigation shows that there is a positive and significant correlation between the quality of service with the satisfaction level of the LKRSH's Customers (r = 0,854; p < 0,Ol). Moreover, quality of service with level of trust (r = 0,528; p < 0,01), as well as, information and health promotion with level of trust (r = 0,408; p < 0,Ol). The characteristic of LKRSH customers are more male than female with age between 25 to 45 years of age, married, bussinessmen and high school as the highest level of education. Based on the regression median, trust variation that can be explained with the service quality, satisfaction, information and health promotion, is 19.63%.

Kata Kunci : Manajemen Rumah Sakit,Instalasi Laboratorium Klinik,Kepuasan Pelanggan, customer satisfaction, clinical laboratory, customer reliability