Analisis Kepuasan Pelanggan Menggunakan Mix Method (Studi Kasus pada Lettice Clinic Tanjung Pinang)

Natalia Sukarnadi, S. Raharjo
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Abstract

This research conducted to analyzed Lettice Clinic’s patient satisfaction index at Tanjung Pinang. Lettice Clinic is a beauty clinic that gives treatment services contains pharmacy installation and beauty skin treatment and also beauty natural like eyelash extention, filler, brow tatoo, etc.This reseach used mix method, first method using IPA (importance performance analysis) quantitative analysis conducted on 100 samples who visit Lettice Clinic and second method is conducted by interview to 3 Lettice Clinic’s Informan. Data was collected by questionary and qualitative research manuscript.The finding through mix method research are Quadrant I (main priority) consist of services attribute employee existing; fast, ontime and clear treatment; and problem solving. Quadrant II (achievement surviving) consist of service attribute physical facility, complaint handling, accuracy and in-depth explaining ability. Quadrant III (Low Priority) consist of service attribute employee readiness, client understanding ability and able to self-placement. Quadrant IV (Too Much) consist of service attribute employee appearance that too good look, too accurate information giving, too fast responses, accuracy command and client treatment. While in-depth interview result showed generally consistent with IPA analysis result.
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本研究旨在分析丹绒槟榔屿Lettice诊所的病人满意度指数。Lettice Clinic是一家美容诊所,提供的治疗服务包括药房安装和美容皮肤治疗,也包括睫毛延长,填充,眉纹等美容自然。本研究采用混合方法,第一种方法是使用IPA(重要性绩效分析)定量分析,对100个访问Lettice Clinic的样本进行定量分析,第二种方法是通过访谈3个Lettice Clinic的Informan。采用问卷调查和质性研究的方法收集资料。通过混合法研究发现:第一象限(主要优先级)由员工存在的服务属性组成;快速、及时、清晰的处理;以及解决问题的能力。象限二(生存成就)包括服务属性、物理设施、投诉处理、准确性和深入解释能力。象限III(低优先级)由服务属性、员工准备程度、客户理解能力和自我定位能力组成。第四象限(太多)由服务属性组成,员工外表太好看,信息提供太准确,反应太快,命令准确,客户待遇。深度访谈结果与IPA分析结果基本一致。
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