Hubungan Kepuasan Pelanggan Dengan Kualitas Pelayanan Laboratorium Klinik (Sistematic Review)

Authors

  • Eky Setiyo Kurniawan Universitas Airlangga
  • Muji Sulistyowati Universitas Airlangga
  • Oedojo Soedirham Universitas Airlangga

DOI:

https://doi.org/10.31004/jn.v9i2.43411

Abstract

Kepuasan pelanggan adalah perasaan senang atau kecewa seseorang yang muncul setelah membandingkan kinerja (hasil) produk yang dipikirkan terhadap kinerja atau hasil yang diharapkan. Kualitas pelayanan dapat diartikan sebagai upaya pemenuhan kebutuhan dan keinginan konsumen serta ketepatan penyampaiannya dalam mengimbangi harapan konsumen. Tujuan sistematik review ini untuk dapat mengetahui hubungan antara kepuasan pelanggan dengan kualitas pelayanan. Sumber data diperoleh dari neliti, isjd, freefullpdf dan google schoolar menggunakan kata kunci kepuasan pelanggan dan kualitas pelayanan laboratorium klinik. Terdapat 8 artikel yang sesuai. Hasil didapatkan kualitas pelayanan yang terdiri dari 5 dimensi yaitu Tangibels, Reliability, Responsiveness, Assurance and Empathy berhubungan erat terhadap kepuasan pelanggan pengguna jasa Laboratorium Klinik.

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Published

2025-04-19

How to Cite

Kurniawan, E. S., Sulistyowati, M., & Soedirham, O. (2025). Hubungan Kepuasan Pelanggan Dengan Kualitas Pelayanan Laboratorium Klinik (Sistematic Review). Jurnal Ners, 9(2), 2821–2824. https://doi.org/10.31004/jn.v9i2.43411

Issue

Vol. 9 No. 2 (2025): APRIL 2025

Section

Articles

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