Hubungan Daya Tanggap, Keandalan, dan Empati Teknisi Pelayanan Darah dengan Kepuasan Pelanggan di UPTD RSCM Tahun 2021

Relationship of Responsibility, Reliability, and Empathy of Blood Service Technicians with Customer Satisfaction at UPTD RSCM in 2021


  • Bekti Joko Yulianto STIKIM
  • Nining Arini
  • Agustina Sari



Kepuasan Pelanggan, Mutu Pelayanan Kesehatan, Daya Tanggap, Empati, Keandalan, Teknisi Pelayanan Darah, Unit Pelayanan Transfusi Darah


Introduction: Customer satisfaction is a feeling of pleasure or disappointment that arises from customers after comparing the perceived performance with the expected performance. Customer satisfaction is one of the indicators of service quality in the Blood Transfusion Service Unit of Dr. RSUPN Cipto Mangunkusumo (UPTD RSCM). There were customers who not satisfied with the services of the Blood Service Technician (TPD) officers such as the speed of service that was less responsive, the lack of attention from the officers, providing information that was less informative, the results of the examination being late from the promised time. This study aimed to determine the relationship between responsiveness, reliability, mpathy of blood service technicians with customer satisfaction at UPTD RSCM in 2021.

Methods: This type of research was an analytical survey with a cross sectional approach. The research instrument was a questionnaire. The research was conducted in July-August 2021 at UPTD RSCM. The research sample were 373 respondents with accidental sampling technique. The statistical test used in this study is the Chi Square non-parametric statistical test.

Results: The results showed TPD responsiveness was good (90,3%), TPD reliability was good (92,8%), TPD empathy was good (92,2%), 81,5% of respondents said they were satisfied with the services provided. The results also show that there was a relationship between responsiveness, reliability, empathy of Blood Service Technician (TPD) with customer satisfaction (p-value = 0.000 < 0.05).

Discussion: Excellent service training related to customer satisfaction for Blood Service Technicians is carried out regularly. Optimizing the use information systems in UPTD to accelerate service to customers and accommodate customer complaints.