THE EFFECT OF LABORATORY SERVICE QUALITY ON PATIENT SATISFACTION AT THE REGIONAL HEALTH LABORATORY CENTER OF SOUTHEAST SULAWESI PROVINCE

Abstract

The experience of patients and the community who are customers of health laboratory services must receive special attention so that the needs and expectations of customers can be met by a laboratory service organization. This study aims to determine the influence of laboratory service quality on patient satisfaction at the Regional Health Laboratory Center of Southeast Sulawesi Province.

This research is descriptive-research. The study population was patients who examined themselves at the Health Laboratory Center, with a sample of 30 respondents taken using purposive sampling. Data analysis using univariate analysis.

The results of the study were obtained that the quality of service was seen from the service of the sample reception officer, how to answer customer questions, the competence of the sample taking officer, the suitability of the sample completion time, the quality of the test result data, the neatness and cleanliness of the service room, and other service supports, all 30 respondents (100%) expressed satisfaction.

It is hoped that the Health Laboratory Centre will maintain the quality of services provided to patients, and to future researchers to further analyse the relationship between service quality and patient satisfaction.