IMPLEMENTASI METODE CUSTOMER SATISFACTION INDEKS DALAM ANALISIS KEPUASAN PASIEN TERHADAP PELAYANAN KLINIK SALSABILA

Alfiarini Alfiarini; Deni Apriadi

doi:10.37600/tekinkom.v7i2.1328

Alfiarini Alfiarini STMIK Bina Nusantara Jaya Lubuklinggau
Deni Apriadi STMIK Bina Nusantara Jaya Lubuklinggau

DOI: https://doi.org/10.37600/tekinkom.v7i2.1328

Abstract

To support government programs in improving the quality of human resources through quality health services. Good service quality can be seen from the following factors, the first is physical evidence where customers will see direct evidence of the service provided, the second is reliability, namely the extent to which the company has a level of reliability in providing services, the third is responsiveness, where the service is provided. provided quickly, precisely and the information conveyed is clear, the third is guarantee, namely the service provided can provide trust and confidence, the fifth is empathy, where the company tries to understand what customers want. Currently, the Salsabila Clinic still has difficulty measuring the level of satisfaction with the services provided to patients, so the level of satisfaction cannot be measured whether the services provided are in line with expectations or not. To measure the level of service quality, there are many methods that can be used, one of which is the Customer Satisfaction Index (CSI) method. The results of measurement calculations using the CSI method can be used to determine the level of patient satisfaction with staff service, cleanliness and facilities at the Salsabila clinic. The results of this research are the patient satisfaction index for Salsabila Clinic services of 78% with a Satisfaction Likert scale

References

[1] I. F. S. Nasution, D. Kurniansyah, and E. Priyanti, “Analisis pelayanan pusat kesehatan masyarakat (puskesmas),” Kinerja, vol. 18, no. 4, pp. 527–532, 2022, doi: 10.30872/jkin.v18i4.9871.
[2] W. Erpurini, “‘Analisa Kualitas Pelayanan Pasien Pada Klinik Umum Pratama Kasih Bunda Yanti Rajamandala’.,” Sains Manaj., vol. 2, no. 1, pp. 75–88, 2021, doi: 10.30656/sm.v7i1.3330.
[3] D. Ramadhan, Bilal Achmad Zaki, N. Safitri, U. N. Khasanah, M. R. Eviyani, and A. Ratnawati, “Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Produk Dan Kualitas Pelayanan Di Mie Gacoan Kartasura,” Academica, vol. 7, no. 2, pp. 300–316, 2022, doi: 10.29303/alexandria.v2i1.30.
[4] C. G. F. Visaka, “Pengaruh Kualitas Pelayanan dan Harga Terhadap Kepuasan Konsumen Shopee (Studi Pengguna Shopee),” Pros. Ekon. dan Bisnis, vol. 1, no. 1, pp. 775–787, 2021, doi: 10.61069/juri.v1i3.19.
[5] Serlamita Melida and Diah Pramestari, “Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan PT.Pegadaian Cabang Salemba Jakarta Dengan Metode Customer Satisfaction Index (CSI) Dan Importance Performance Analysis (IPA),” IKRA-ITH Teknol. J. Sains dan Teknol., vol. 7, no. 3, pp. 49–56, 2023, doi: 10.37817/ikraith-teknologi.v7i3.3233.
[6] Alkhair, D. Zara Avila, N. Husnul Khatimah, and M. Iksan, “Pengukuran Customer Satisfaction Index (CSI) Pelayanan Rawat Jalan di Rumah Sakit Umum Daerah (RSUD) Pratama Bolaang Mogondow Timur,” Graha Med. Public Heal. J., vol. 2, no. 1, pp. 2829–1956, 2023, [Online]. Available: https://journal.iktgm.ac.id/index.php/publichealth
[7] R. W. Zakharias Kurnia Purbobinuko, “Analisis Kepuasan dengan Metode CSI dan IPA Terhadap Pelayanan Penyediaan REkam Medis Rawat Jalan Di RS. Dr Soetarto Yogyakarta,” Indones. Helath Inf. Manag. Jounal, vol. 8, no. 2, pp. 2655–9129, 2020.
[8] P. H. Sadika, J. S. C. Neyland, and A. Sutrisno, “ANALISIS KEPUASAN PENGGUNA JASA TERHADAP KUALITAS PELAYANAN DENGAN METODE CUSTOMER SATISFACTION INDEX (CSI) (Studi Kasus di Pelabuhan Manado),” Tek. Mesin, vol. 9, no. 2, pp. 52–61, 2023, [Online]. Available: https://ejournal.unsrat.ac.id/v3/index.php/jtmu
[9] A. W. Abdirrahman and S. Sumiati, “Analisis Kepuasan Pelanggan Menggunakan Metode Customer Satisfaction Index Untuk Menentukan Strategi Pemasaran Menggunakan Analisis Swot Di Kafe Xyz,” Juminten, vol. 2, no. 3, pp. 143–154, 2021, doi: 10.33005/juminten.v2i3.251.
[10] M. Ermila Sari and A. Hermawansyah, “Analisis Kepuasan Pengguna Aplikasi Jamride Berbasis Kerangka Kerja CUSTOMER SATISFACTION INDEX (CSI) Di PPU,” J. Impresi Indones., vol. 1, no. 4, pp. 436–449, 2022, doi: 10.36418/jii.v1i4.61.
[11] H. Reza Amri, Ridho Taufiq Subagio, and Kusnadi, “Penerapan Metode CSI untuk Pengukuran Tingkat Kepuasan Layanan Manajemen,” J. Sist. Cerdas, vol. 3, no. 3, pp. 241–252, 2020, doi: 10.37396/jsc.v3i3.86.
[12] M. Rahmi and P. K. Nst, “ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) (Studi Kasus: Mie Gacoan cabang Dr. Mansyur) Maulidatur,” J. Mat., vol. 3, no. 2, pp. 15–29, 2023.
[13] B. W. N. Sari and I. Iriani, “Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Fipper Ngagel Surabaya Metode CSI dan IPA,” Briliant J. Ris. dan Konseptual, vol. 8, no. 3, p. 771, 2023, doi: 10.28926/briliant.v8i3.1442.
[14] L. & R. P. Arif Nurfadli, “Analisis Peningkatan Kualitas Layanan Pendidikan kepada Siswa menggunakan Metode CSI dan SERVQUAL,” Semin. Nas. Sains dan Teknol. Ter., pp. 299–306, 2020, [Online]. Available: https://ejurnal.itats.ac.id/sntekpan/article/view/1250%0Ahttps://ejurnal.itats.ac.id/sntekpan/article/viewFile/1250/1013
[15] N. L. Azizah, I. Ratna, and I. Astutik, “Sistem informasi pengelolaan data hasil produksi pada pt. putra mandiri intipack,” TEKINKOM, vol. 6, no. 2, pp. 363–375, 2023, doi: 10.37600/tekinkom.v6i2.910.
[16] D. Rahma, G. Decheline, and O. Anggar, “Survei Tingkat Pengetahuan Mahasiswa Porkes dan Kepelatihan Olahraga FKIP Universitas Jambi Tahun 2021 Terhadap Cabang Olahraga Anggar,” score, vol. 3, no. 1, pp. 48–57, 2023.
[17] H. Q. Karima, D. Rachmawaty, and E. F. Sidik, “Analisis Tingkat Kepuasan Pelanggan Menggunakan Metode Customer Satisfaction Index Terhadap Kedai Kopi X di Kabupaten Tasikmalaya,” J. Tek. Ind., vol. 1, no. 2, pp. 94–102, 2022, doi: 10.30659/jurti.1.2.94-102.
[18] S. Hendartie, S. Jayanti, and H. Sutejo, “Pengujian Aplikasi Penerimaan Mahasiswa Baru (Pmb) Stmik Palangkaraya Menggunakan Black Box Testing,” J. Sains Komput. dan Teknol. Inf., vol. 5, no. 2, pp. 31–40, 2023, doi: 10.33084/jsakti.v5i2.5021.
[19] A. A. S. Muhammad Rizki Hamdalah, Katon Muhammad, “Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dengan Metode Customer Satisfaction Index dan Potential Gain in Customer Value Pada Toko XYZ,” Talent. Conf. Ser., vol. 5, no. 2, pp. 590–596, 2022, doi: 10.32734/ee.v5i2.1624.