The Level of Internal Customer Satisfaction with the Android-based Laboratory Result Application in an Indonesian Tertiary Hospital

Abstract

To perform its function of providing health services, the clinical laboratory faces several challenges, especially in the speediness and accuracy of result delivery. Some issues frequently arise during the execution. An approach to overcoming obstacles and improving service quality is to use online applications delivered via the Android system to distribute the laboratory results. This study assessed internal customer satisfaction with the use of this online application. This study employs a quantitative approach with a cross-sectional approach. The customer was given a questionnaire with 15 questions covering five aspects of service quality (tangibility, reliability, responsiveness, assurance and empathy). The questionnaire’s validity and reliability were evaluated, and the Cartesian diagram analysis was used to determine the service improvement strategy. The empathy dimension has the highest satisfaction figure, with an average of 95.39%, while the assurance dimension has the lowest, with an average of 84.62%. The majority of the quality subdimensions are found in quadrants II and III of the Cartesian diagram (five parameters each). Most subdimension quality is found in quadrant II, with as many as five subdimension quality, indicating a high level of importance and satisfaction.