scholarly journals KEPUASAN PELANGGAN INTERNAL

2018 ◽  
Vol 14 (1) ◽  
pp. 47
Author(s):  
Rosni Faika ◽  
O Sianipar
Keyword(s):  
Customer Satisfaction ◽  
Clinical Laboratory ◽  
Corrective Action ◽  
Satisfaction Survey ◽  
Improve Quality ◽  
Hospital Data ◽  
Cross Sectional ◽  
Laboratory Service ◽  
Internal Customer ◽  
Customer Satisfaction Survey

Customer satisfaction survey is one of efforts of continuously quality improvement of care and also can be used to maintain customers that already utilize available services. Efforts of corrective action should be done based on result of this survey. The objective of this surveyis to assess desired-service and reality of the service undergone by internal customer and to improve quality of service of laboratorymedicine in Clinical Laboratory of Dr. Sardjito Hospital, Yogyakarta. This is cross sectional customer satisfaction survey. Subject of thissurvey are 23 doctors work in Dr Sardjito Hospital. Data collected by questionnaire that contain 18 items about desired-service andreality of service undergone by internal customer from service given by Clinical Laboratory of Dr. Sardjito Hospital. Respondents assessdesired-service and reality of service using Likert scale. The obtained data are analyzed by Cartesius diagram. Result of the survey showsthat average concordant between desired-service and reality of service is 85.5%. Main priority corrective action to improve quality ofservice are: 1) readiness of registry staff; 2) easiness of registration procedure; 3) skill of laboratory staff in explaining and recordingtest parameter; 4) service of cito service; 5) 24 hours laboratory service and 6) timely laboratory test.

scholarly journals KEPUASAN PELANGGAN INTERNAL TERHADAP PELAYANAN LABORATORIUM KLINIK

2020 ◽  
Vol 10 (2) ◽  
Author(s):  
Destu Satya Widyaningsih ◽  
I Wayan Kurniawan
Keyword(s):  
Customer Satisfaction ◽  
Clinical Laboratory ◽  
Laboratory Unit ◽  
Cross Sectional ◽  
Laboratory Service ◽  
Internal Customer ◽  
Internal Customers ◽  
Laboratory Services ◽  
External Customer ◽  
Cross Sectional Design

Gamping Sleman yang mengedepankan pelayanan prima kepada pelanggan eksternal atau internal. Pelayanan kepada pelanggan eksternal lebih sering diperhatikan dan dilakukan penelitian dibandingkan pelayanan kepada pelanggan internal yang masih sering diabaikan serta berdasarkan hasil observasi pada tanggal 24 Januari 2019 di laboratorium klinik RS PKU Muhammadiyah Gamping Sleman pengukuran kepuasan pelanggan internal belum pernah dilakukan penelitian. Tujuan penelitian ini adalah untuk mengetahui kepuasan pelanggan internal terhadap pelayanan laboratorium di RS PKU Muhammadiyah Gamping Sleman. Jenis penelitian ini menggunakan desain penelitian deskriptif kualitatif menggunakan pendekatan cross sectional. Populasi  pada penelitian ini adalah dokter yang bertugas di RS PKU Muhammadiyah Gamping Sleman yaitu sebanyak 49 dokter. Teknik pengambilan sampel pada penelitian adalah dengan Accidental sampling sebanyak 20 dokter yang bertugas di RS PKU Muhammadiyah Sleman. Analisa data dengan menggunakan rumus yang tercantum dalam pedoman umum penyusunan indeks kepuasan masyarakat unit pelayanan instansi pemerintah. Hasil penelitian didapatkan bahwa Kepuasan Pelanggan Internal Terhadap Pelayanan di Laboratorium Klinik RS PKU Muhammadiyah Gamping Sleman mendapatkan hasil penilaian sebesar 98.5 dengan kategori A yang mengandung arti sangat memuaskan.Kata Kunci: Kepuasan, pelanggan internal, layanan laboratorium.  ABSTRACTThe clinical laboratory unit belongs to one of the supporting health services at the PKU Muhammadiyah Gamping Hospital which aims to provide excellent service to both external and internal customers. External customer satisfaction is more commonly evaluated compared to that of internal customers. According to the preliminary observatory study, internal customer satisfaction has never been evaluated previously at the PKU Muhammadiyah Gamping Hospital. Current study aims to evaluate internal customer satisfactory rate with clinical laboratory services at the PKU Muhammadiyah Gamping Hospital. The descriptive study was conducted by using cross sectional design in 49 medical doctors of PKU Muhammadiyah Gamping Hospital. Accidental sampling method was used in determining the 20 final respondents. Data analysis was performed according to the standard index on measurements of satisfactory rate in government institutions. The study demonstrated high satisfactory rate of 98.5, of which belonged to very satisfied under category A.Keywords: satisfaction, internal customer, laboratory service

MUTU LAYANAN MENURUT PELANGGAN LABORATORIUM KLINIK

2016 ◽  
Vol 21 (3) ◽  
pp. 313
Author(s):  
Mohammad Rizki ◽  
Osman Sianipar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Clinical Laboratory ◽  
Satisfaction Survey ◽  
Survey Period ◽  
Laboratory Installation ◽  
Perceived Service Quality ◽  
External Customer ◽  
Customer Satisfaction Survey ◽  
Using Data

Customer satisfaction survey for outpatient laboratory customer is routinely carried out in Clinical Laboratory Installation RSUP Dr. Sardjito using modified SERVQUAL questionnaire. One advantage of using SERVQUAL is service provider will be able to monitor its service quality dynamics using standardized tool. Changes in one’s service quality can be measured using perceived quality changes based on gap scorebetween different periods. All these years, RSUP Dr. Sardjito has not evaluated gap score changes in all survey period. This study aims to know service quality measured by perceived service quality on Customer Satisfaction Survey Period of Semester II 2013 and Semester I 2014 by comparison. This is an observational non-experimental study using data from Customer Satisfaction Survey in Clinical Laboratory Installation RSUP Dr. Sardjito Semester II 2013 and Semester I 2014. Data was analysed using SERVQUAL method and presented descriptively as text and table. There were 231 and 229 responders respectively in Customer Satisfaction Survey Semester II 2013 and Semester I 2014. There were decreases in all but empathy service dimension. Decrease of expectation was found in all SERVQUAL dimensions. The decrease of expectation exceeded perception decrease resulting in a rise of gap score from Semester II 2013 to Semester I 2014 hence indicating an improvement of perceived service quality. There was an improvement of perceived servicequality according to external customer of Clinical Laboratory Installation RSUP Dr. Sardjito in Semester I 2014 compared to Semester II 2013.

scholarly journals Competitiveness of Government Organizations through Customer Satisfaction in a Knowledge Economy: Study in the Kingdom of Bahrain

2014 ◽  
Vol 3 (4) ◽  
pp. 61
Author(s):  
Haitham Jahrami ◽  
Mohammed Jassim Buheji
Keyword(s):  
Customer Satisfaction ◽  
Knowledge Economy ◽  
Research Methodology ◽  
Satisfaction Survey ◽  
Satisfaction Level ◽  
Development Programs ◽  
Cross Sectional ◽  
Government Organizations ◽  
Customer Satisfaction Survey

The field of customer satisfaction continues to be an important element of any governmental development programs. While most studies are based on the customer satisfaction of a product or service, there are relatively few studies associated with the satisfaction level of “competitiveness” of governmental organisations through customer satisfaction especially in today’s growing knowledge economy. This national customer satisfaction has become a major issue for Bahrain to enhance its competitiveness worldwide. The study used researchers-developed questionnaire in a cross-sectional research methodology to collect data for this research from 32 governmental entities in the Kingdom of Bahrain in 2012. Totally, 9535 questionnaire we entered the analysis to estimate the level of customer satisfaction about the competitiveness of governmental organisation in Bahrain. Customer satisfaction with governmental organisation competitiveness was generally good. The highest areas were organisation’s ability to identify new services opportunities and ability to meet the customers’ demands. The lowest areas were organizations’ has mechanisms to deal with customer complains, consumers feedback and sustainability of services. The main contribution of this research is that how governments may, through national customer satisfaction survey, add value towards their competitiveness. 

scholarly journals Customer Satisfaction Survey With Clinical Laboratory and Phlebotomy Services at a Tertiary Care Unit Level

2014 ◽  
Vol 34 (5) ◽  
pp. 380-385 ◽  
Author(s):  
Young Rae Koh ◽  
Shine Young Kim ◽  
In Suk Kim ◽  
Chulhun L. Chang ◽  
Eun Yup Lee ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Clinical Laboratory ◽  
Tertiary Care ◽  
Satisfaction Survey ◽  
Unit Level ◽  
Customer Satisfaction Survey

scholarly journals MUTU LAYANAN MENURUT PELANGGAN LABORATORIUM KLINIK (Service Quality Regarding to The Clinical Laboratory Customer)

2018 ◽  
Vol 21 (3) ◽  
pp. 313
Author(s):  
Mohammad Rizki ◽  
Osman Sianipar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Clinical Laboratory ◽  
Satisfaction Survey ◽  
Survey Period ◽  
Laboratory Installation ◽  
Perceived Service Quality ◽  
External Customer ◽  
Customer Satisfaction Survey ◽  
Using Data

Customer satisfaction survey for outpatient laboratory customer is routinely carried out in Clinical Laboratory InstallationRSUP Dr. Sardjito using modified SERVQUAL questionnaire. One advantage of using SERVQUAL is service provider will be able to monitorits service quality dynamics using standardized tool. Changes in one’s service quality can be measured using perceived quality changesbased on gap scorebetween different periods. All these years, RSUP Dr. Sardjito has not evaluated gap score changes in all survey period.This study aims to know service quality measured by perceived service quality on Customer Satisfaction Survey Period of Semester II2013 and Semester I 2014 by comparison. This is an observational non-experimental study using data from Customer SatisfactionSurvey in Clinical Laboratory Installation RSUP Dr. Sardjito Semester II 2013 and Semester I 2014. Data was analysed using SERVQUALmethod and presented descriptively as text and table. There were 231 and 229 responders respectively in Customer Satisfaction SurveySemester II 2013 and Semester I 2014. There were decreases in all but empathy service dimension. Decrease of expectation was foundin all SERVQUAL dimensions. The decrease of expectation exceeded perception decrease resulting in a rise of gap score from Semester II2013 to Semester I 2014 hence indicating an improvement of perceived service quality. There was an improvement of perceived servicequality according to external customer of Clinical Laboratory Installation RSUP Dr. Sardjito in Semester I 2014 compared to SemesterII 2013.

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