MENGUKUR KINERJA LAYANAN RUMAH SAKIT BHAYANGKARA PALANGKA RAYA DITINJAU DARI PERSPEKTIF PELANGGAN

Sari

This research aims to analyze, test, and measure the performance of Bhayangkara
Hospital Palangka Raya Services in terms of Customer Perspective. The type of this
research is quantitative descriptive. The data collected are secondary data and primary
data. The secondary data was obtained from the documentation of medical record
reports of the year 2020-2022. The primary data was obtained through questionnaires
distributed to patients of Bhayangkara Hospital Palangka Raya. The results showed that
the hospital's performance from the customer perspective calculated based on
customer retention and customer acquisition in 2020-2022 was on average good.
Meanwhile the customer satisfaction indicators from five variables, namely tangibles,
reliability, responsiveness, assurance and empathy, were generally classified
assatisfactory. The management needs to pay special attention to the assessment of
indicators that have not been good or good enough, and maintain the assessment of
good indicators in order to improve the hospital’s performance in the future.