ANALISIS KEPUASAN KONSUMEN PADA INSTALASI BINATU RSUP SANGLAH DENPASAR

Anak Agung Ngurah Gede Suindrawan (Sekolah Tinggi Ilmu Manajemen Handayani)

Forum Manajemen
Vol 10 No 1 (2012): Jurnal STIMI Vol. 10 No. 1 - 2012

Recognizing the importance of service to consumers, therefore, LaundryInstallation Sanglah Hospital Denpasar makes serious efforts to provide excellentservice 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 ofthis study is “indicators of service quality which has been satisfying customers inLaundry Installation Sanglah Hospital Denpasar”. To solve the problem then it isused analysis tools such as the Index of Consumer Satisfaction and ImportancePerformanceAnalysis.Andto determine the indicators of service quality that shouldbeprioritized and sustained used scatter plot. The evaluation of customer satisfactionwithquality of service by using the five 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 qualityindicators that available in Laundry Installation cannot all of it satisfi edconsumers.2. Based on the measurements of Importance - Performance Analysis found thatthe level of customer satisfaction in Laundry Installation Sanglah HospitalDenpasar are: (a) Quadrant A, which receive priority considered very importantby the consumer but the served is still not create the customer satisfaction that isfriendliness and courtesy of employees providing services, (b) Quadrant B, the levelof implementation is appropriate with the consumers interests and expectations sothat the consumers can be satisfi ed that is the linen physical condition (clean, neat,not torn), the service procedure is not complicate, providing service in appropriatewith demand, provide accurate information, the skillful of employees in handlingconsumer 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 wasstill considered to be less important to consumers, while its implementation of qualityeither common or suffi cient. No indicators of service quality is included in quadrantC. (d) Quadrant D, which was considered excessive in its implementation andconsidered not too important by consumers, but the implementation can satisfy theconsumers that is the appearance of employees at Laundry Installation, cleanlinessand completeness Laundry Installation facilities, the skills of employees respondingto consumer complaints, the skill of workers providing services and employees’attention to consumer complaints.