Analisis Tingkat Kepuasan Pelanggan Terhadap Pelayanan Laboratorium Kabupaten Lahat Tahun 2023

Martina; Akhmad Dwi Priyatno; Dianita Ekawati; Ermagustina

doi:10.32524/jksp.v7i1.1119

Authors

Martina STIK Bina Husada, indonesia
Akhmad Dwi Priyatno STIK Bina Husada, indonesia
Dianita Ekawati STIK Bina Husada, indonesia
Ermagustina STIK Bina Husada, indonesia

DOI:

https://doi.org/10.32524/jksp.v7i1.1119

Keywords:

Satisfaction, Health laboratory, Services

Abstract

A health laboratory is a facility that provides services based on the determination, measurement and testing of materials of human origin or non-human origin in order to determine the type of disease, the cause of the disease, health conditions or factors that may affect the health of individuals and communities. This study aims to determine the level of customer satisfaction with Lahat Regency laboratory services in 2023. The sampling technique used accidental sampling and obtained as many as 89 respondents. Data collection was carried out on 22 May – 28 June 2023. Data was collected using a questionnaire, then the data that had been collected was analyzed using a cross-sectional. The results showed that there was a gender relationship (p value 0.011), there was a relationship between service quality (reliability) (p value 0.053), (assurance) (p value 0.002), (empathy) (p value 0.000). The conclusion from the results of this study is that there is a relationship between gender, Reliabiliy, Assurance, and Empathy with customer satisfaction with Lahat District laboratory services in 2023. Suggestions are expected for the Lahat District Health Laboratory to improve the field of health services related to the level of customer satisfaction, namely the type indicator sex, quality of service (reliability), quality of service (assurance) and quality of service (empathy).

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