Description of customer satisfaction at the Tangerang City Blood Collecting Center Services in January-March 2023
Main Article Content
Keywords
blood collecting center, customer satisfaction, service
Abstract
Introduction: Service quality has a positive and significant effect on customer satisfaction. The level of customer satisfaction is a measuring tool that must be evaluated and then used as material for controlling the direction and quality of service to achieve the goals expected by the blood collecting center. This study aims to describe customer satisfaction with blood donor services and blood requests at the Tangerang City blood collecting center of Indonesia Red Cross in January-March 2023 to improve the quality of both services and products.
Methods: The type of research used was descriptive with a quantitative approach carried out at Tangerang City Blood Collecting Center of Indonesia Red Cross in January-March 2023. The population in this study were donors who donated blood both in site or in mobile unit activities and hospital couriers or families of patients who did blood requests during the study period. The sampling technique used was non-probability and accidental sampling, with a total sample of 357 questionnaire respondents.
Results: Based on the calculation data, the customer satisfaction index value for blood donation services (donors) is 88.15, which is in the good category. Meanwhile, the results of calculating the customer satisfaction index value for blood requests (hospital courier or patient's family) are 82.66. They are included in the good category for 9 service elements according to Permenpan number 14 of 2017.
Conclusion: The blood donor and the Tangerang City Blood Collecting Center blood request service were suitable.
References
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