Pengukuran Customer Satisfaction Index (CSI) Pelayanan Rawat Jalan di Rumah Sakit Umum Daerah (RSUD) Pratama Bolaang Mongondow Timur

Abstract

Background: The performance of a health service in providing quality services that satisfy patients is very important for the community. The patient's view of service satisfaction is very important because patients will comply with treatment and want to come for treatment again. So it is important for health service providers to provide satisfactory service to patients.

Objective:The purpose of this study was to analyze the relationship between exclusive breastfeeding and parity with the incidence of stunting in children aged 6-12 months in Kotamobagu Municipality.

Method: This research uses quantitative research using descriptive analytic research methods with a cross sectional approach. Data analysis using the Customer Satisfaction Index (CSI) method is a method used to determine the level of patient satisfaction by looking at the level of performance and the level of importance of the service attributes being measured. The population in this study were outpatients at the Pratama Bolaang Mongondow Timur Regional General Hospital, namely 175 people. . The sample in this study were 175 respondents using total sampling, namely a sampling technique where the number of samples is equal to the number of population. 

Results: Based on the results of the study it can be concluded that the results of the Customer Statistics Index (CSI) level of outpatient satisfaction at the East Bolaang Mongondow Pratama Regional General Hospital (RSUD) amounted to 82.55% with the very satisfied category.