Analysis of Customer Satisfaction Level Laboratory Services Health in Semarang City

Deskripsi

Health laboratories are health service facilities that play an important role in supporting promotive, preventive, diagnostic, and curative efforts through accurate and quality laboratory examinations. Customer satisfaction is one of the main indicators in assessing the quality of health laboratory services. This study aims to analyze the level of customer satisfaction with services at the UPTD Laboratorium Kesehatan Kota Semarang (Semarang City Health Laboratory) in 2025. This study uses a quantitative design with an analytical observational approach and a cross-sectional design. The research population is 4,036 people and the sampl is 108 respondents was determined using the Slovin formula with accidental sampling technique. Data collection was carried out in September-December 2025. The data is analyzed univariately to illustrate the level of customer satisfaction. The results of the study showed that most of the respondents expressed satisfaction with the laboratory services, judging from the suitability of service requirements and procedures, the reasonableness of the cost, the competence and behavior of the officers, and the quality of facilities and infrastructure. Continuous improvement of service quality is needed, especially in terms of service speed and complaint management, is expected to improve overall customer satisfaction.