Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap layanan perawatan ibu dan anak di Farah Mom & Baby Care tahun 2025, dengan fokus pada karakteristik pelanggan, persepsi terhadap fasilitas, serta hubungan keduanya terhadap kepuasan. Penelitian menggunakan metode kuantitatif dengan desain cross-sectional dan melibatkan 71 responden yang diperoleh melalui teknik purposive sampling. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan uji univariat dan bivariat. Hasil menunjukkan bahwa mayoritas pelanggan adalah perempuan berusia di atas 27 tahun, berpendidikan tinggi, dan berpenghasilan menengah ke atas. Sebanyak 54,9% responden menyatakan bahwa fasilitas di Farah Mom & Baby Care belum memadai, meskipun beberapa aspek seperti kebersihan dan kenyamanan dinilai cukup baik. Tingkat kepuasan pelanggan 49,3% merasa puas. Hasil uji bivariat menunjukkan bahwa hanya persepsi terhadap fasilitas yang memiliki hubungan signifikan terhadap kepuasan pelanggan (p=0,000), sementara karakteristik pelanggan seperti usia, pendidikan, pendapatan, dan jarak tempuh tidak menunjukkan hubungan yang bermakna. Temuan ini menunjukkan pentingnya peningkatan fasilitas sebagai strategi utama dalam meningkatkan kepuasan pelanggan.

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This study aims to assess customer satisfaction with maternal and child care services at Farah Mom & Baby Care in 2025, focusing on customer characteristics, perceptions of facilities, and their relationship to satisfaction levels. A quantitative approach with a cross-sectional design was used, involving 71 respondents selected through purposive sampling. Data were collected using a structured questionnaire and analyzed through univariate and bivariate methods. The results showed that most customers were women over the age of 27, with higher education levels and middle-to-upper income. A total of 54.9% of respondents considered the available facilities inadequate, despite positive evaluations of aspects such as cleanliness and comfort. Overall customer satisfaction 49.3% reporting satisfaction. Bivariate analysis revealed that only perceptions of facility quality had a significant relationship with customer satisfaction (p=0.000), while variables such as age, education, income, and travel distance showed no significant association. These findings highlight the importance of improving facility quality as a key strategy to enhance customer satisfaction.