ANALISIS KEPUASAN KONSUMEN PADA INSTALASI BINATU RSUP SANGLAH DENPASAR

Abstract

Recognizing the importance of service to consumers, therefore, Laundry
Installation Sanglah Hospital Denpasar makes serious efforts to provide excellent
service that focuses on service quality in order to give satisfaction to the consumer
(employee of the room / part of needed). Based on this case, the main problem of
this study is “indicators of service quality which has been satisfying customers in
Laundry Installation Sanglah Hospital Denpasarâ€. To solve the problem then it is
used analysis tools such as the Index of Consumer Satisfaction and ImportancePerformance
Analysis.
And
to determine the indicators of service quality that should
be
prioritized and sustained used scatter plot. The evaluation of customer satisfaction
with
quality of service by using the ï¬
ve dimensions of service quality.
Based on the description and data analysis, furthermore, can be given a conclusion
as follows:
1. Based on the analysis of level customer satisfaction is known: service quality
indicators that available in Laundry Installation cannot all of it satisï¬ ed
consumers.
2. Based on the measurements of Importance - Performance Analysis found that
the level of customer satisfaction in Laundry Installation Sanglah Hospital
Denpasar are: (a) Quadrant A, which receive priority considered very important
by the consumer but the served is still not create the customer satisfaction that is
friendliness and courtesy of employees providing services, (b) Quadrant B, the level
of implementation is appropriate with the consumers interests and expectations so
that the consumers can be satisï¬ ed that is the linen physical condition (clean, neat,
not torn), the service procedure is not complicate, providing service in appropriate
with demand, provide accurate information, the skillful of employees in handling
consumer complaints, the accuracy of employees handling consumer complaints,
employees do not distinguish social status in providing service and employees’
capability to communicate with consumers. (c) Quadrant C, which the value was
still considered to be less important to consumers, while its implementation of quality
either common or sufï¬ cient. No indicators of service quality is included in quadrant
C. (d) Quadrant D, which was considered excessive in its implementation and
considered not too important by consumers, but the implementation can satisfy the
consumers that is the appearance of employees at Laundry Installation, cleanliness
and completeness Laundry Installation facilities, the skills of employees responding
to consumer complaints, the skill of workers providing services and employees’
attention to consumer complaints.