RANCANG BANGUN KUALITAS LAYANAN TERHADAP KEPUASAN PASIEN MENGGUNAKAN METODE CUSTOMER SATISFACTION INDEX (Studi Kasus : Puskesmas Baros Kota Sukabumi)

Baros Health Center is an agency located in the city of Sukabumi. This Puskesmas has difficulties in analyzing the quality of service that affects the satisfaction of patients who seek outpatient treatment at the Baros Health Center. This is because there is no container, namely an application that analyzes the quality of service on patient satisfaction. Problems that exist at Baros Community Health Center can be overcome with patient satisfaction applications to determine the quality of service that affects patient satisfaction on outpatient treatment. This application contains the results of the analysis of patient satisfaction and records patient characteristics data. To analyze the relationship or influence of the five dimensions of service quality on patient satisfaction in the questionnaire, this application applies the Customer Satisfaction Index (CSI) method. The next process is implementing and evaluating the applications that have been made. With the results of the trial, 105 respondents filled out a questionnaire, resulting in information on service quality on patient satisfaction. The results of these studies indicate that the analysis system created can produce the expected information, namely the effect of service quality on patient satisfaction and patient characteristics Keywords: System, Service Quality, Patient Satisfaction, Service Quality Analysis,