UNIVERSITAS AIRLANGGA



Detail Article

Indonesian Journal of Clinical Pathology and Medical Laboratory

ISSN 0854-4263

Vol. 14 / No. 1 / Published : 2007-11

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Original Article :

Satisfaction of internal customer

Author :

  1. Rosni Faika*1
  2. O. Sianipar*2
  1. Bagian/Instalasi Patologi Klinik FK UGM/RSUP Dr. Sardjito, Yogyakarta
  2. Bagian/Instalasi Patologi Klinik FK UGM/RSUP Dr. Sardjito, Yogyakarta

Abstract :

Customer satisfaction survey is one of efforts of continuously quality improvement of care and also can be used to maintain customers that already utilize available services. Efforts of corrective action should be done based on result of this survey. The objective of this survey is to assess desired-service and reality of the service undergone by internal customer and to improve quality of service of laboratory medicine in Clinical Laboratory of Dr. Sardjito Hospital, Yogyakarta. This is cross sectional customer satisfaction survey. Subject of this survey are 23 doctors work in Dr Sardjito Hospital. Data collected by questionnaire that contain 18 items about desired-service and reality of service undergone by internal customer from service given by Clinical Laboratory of Dr. Sardjito Hospital. Respondents assess desired-service and reality of service using Likert scale. The obtained data are analyzed by Cartesius diagram. Result of the survey shows that average concordant between desired-service and reality of service is 85.5%. Main priority corrective action to improve quality of service are: 1) readiness of registry staff; 2) easiness of registration procedure; 3) skill of laboratory staff in explaining and recording test parameter; 4) service of cito service; 5) 24 hours laboratory service and 6) timely laboratory test.

Keyword :

satisfaction, internal customer,


References :

Martin WB,(2001) Quality Customer Service Jakarta : PPM





Archive Article

Cover Media Content

Volume : 14 / No. : 1 / Pub. : 2007-11
  1. Conversion Of Afb Sputum Between Standard In 1st Category Group With High Dose Rifampicin Of Antituberculose Therapy
  2. The Correlation Between Fibrinogen And Concentration Microalbuminuria In Type 2 Diabetic Patients
  3. Diagnostic Value Of A Quantitative Immunochromatography Assay For Troponin I
  4. The Effect Of Calorie Restriction To Serum Hydrogen Peroxide Level And Glucose Blood Level In Old Mice
  5. Erythropoietin Physiology, Clinical, And Laboratory Aspect
  6. Dic/disseminated Intravascular Coagulation Caused By Venom Snake Bite
  7. The Level Of N Terminal-pro Brain Natriuretic Peptide In Hypertensive Heart Disease Patients
  8. Satisfaction Of Internal Customer

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