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.

Kepuasan pasien adalah salah satu faktor penting dalam meningkatkan kualitas pelayanan kesehatan. Pasien yang merasa puas dengan layanan yang diberikan cenderung lebih patuh terhadap instruksi medis dan memiliki tingkat pemulihan yang lebih baik. Salah satu aspek yang mempengaruhi kepuasan pasien adalah kualitas layanan, termasuk durasi waktu tunggu yang harus dijalani pasien sebelum mendapatkan pelayanan. Akan tetapi, masih terdapat rumah sakit di Indonesia yang masih menjadikan durasi waktu tunggu sebagai salah fokus peningkatan kualitas layanan kesehatan, salah satunya adalah Rumah Sakit Hermina Metland Cibitung terkhusus di Poli Obgyn. Penelitian ini bertujuan untuk menganalisis hubungan antara kualitas layanan, waktu tunggu, karakteristik pasien, dan kepuasan pasien BPJS di Poli Obgyn Rumah Sakit Hermina Metland Cibitung. Penelitian ini menggunakan desain penelitian cross-sectional dengan pendekatan kuantitatif melalui metode survei. Sampel penelitian melibatkan rata-rata pasien yang berkunjung ke Poli Obgyn pada periode tertentu, yaitu sebanyak 132 responden. Pengambilan sampel pada penelitian ini menggunakan teknik purposive sampling. Pengujian hipotesis menggunakan uji Kruskall Wallis, uji Mann-Whitney, dan uji Spearman pada uji bivariat serta regresi linear berganda, uji T, uji F, dan analisis koefisien determinasi pada uji multivariat. Hasil penelitian menunjukkan: 1) Rata-rata kepuasan pasien sebesar 3,24 dari 4, dengan nilai terendah pada aspek ketanggapan dokter dan kecepatan layanan; 2) Semua dimensi kualitas layanan (tangibles, empathy, reliability, responsiveness, assurance), dimensi empathy memiliki nilai tertinggi; 3) Sebagian besar pasien (78%) mengharapkan waktu tunggu0,05); 7) Karakteristik pasien (usia, pendidikan, pekerjaan, pendapatan, suku, jenis pelayanan) tidak berhubungan signifikan dengan kepuasan (p>0,05); 8) Secara simultan, dimensi tangibles, dimensi assurance, dimensi empathy, PWT, dan suku bangsa berpengaruh signifikan (R²=0,874), secara parsial, hanya dimensi tangibles dan assurance yang signifikan. Keterbatasan penelitian ini hanya mencakup satu lokasi rumah sakit, keterbatasan waktu penelitian, serta metode pengumpulan data yang berisiko menimbulkan bias akibat adanya pengisian kuesioner tidak langsung. Penelitian ini hanya melibatkan pasien BPJS di satu unit layanan dan terbatas pada tiga variabel sehingga hasilnya tidak mewakili populasi dan faktor yang lebih luas. Rumah sakit perlu meningkatkan koordinasi di bagian pendaftaran, khususnya dalam pengarahan pasien dan verifikasi kunjungan bagi pasien BPJS serta penambahan beberapa fasilitas dan SDM. 

Patient satisfaction is a critical factor in improving the quality of healthcare services. Patients who are satisfied with the services provided tend to be more compliant with medical instructions and demonstrate better recovery outcomes. One aspect influencing patient satisfaction is service quality, which includes the waiting time duration prior to receiving care. However, several hospitals in Indonesia still regard waiting time as a secondary concern in service quality improvement, including Hermina Metland Cibitung Hospital, particularly in the Obstetrics and Gynecology (Obgyn) outpatient clinic. This study aims to analyze the relationship between service quality, waiting time, patient characteristics, and BPJS patient satisfaction at the Obgyn Clinic of Hermina Metland Cibitung Hospital. A cross-sectional study design was employed using a quantitative approach through survey methods. The sample comprised 132 respondents, representing the average number of patients visiting the clinic within a specific period, selected using purposive sampling. Hypothesis testing was conducted using Kruskal-Wallis, Mann-Whitney, and Spearman tests in the bivariate analysis, as well as multiple linear regression, t-test, F-test, and coefficient of determination in the multivariate analysis. The results showed that: 1) The average patient satisfaction score was 3.24 out of 4, with the lowest ratings on doctor responsiveness and service speed; 2) All dimensions of service quality (tangibles, empathy, reliability, responsiveness, assurance), empathy being the highest score; 3) The majority of patients (78%) expected a waiting time of under 60 minutes, but only 47% experienced this, with the actual average waiting time being 72.06 minutes; 4) Most respondents were aged 21–33, unemployed, had a low education level, earned below the minimum wage, and were of Javanese ethnicity; 5) All service quality dimensions had a significant relationship with patient satisfaction (p=0.001); 6) Waiting time had no significant relationship with patient satisfaction (p>0.05); 7) Patient characteristics (age, education, occupation, income, ethnicity, type of service) were not significantly related to satisfaction (p>0.05); 8) Simultaneously, the dimensions of tangibles, assurance, empathy, waiting time, and ethnicity had a significant influence on satisfaction (R²=0.874), while partially, only tangibles and assurance were significant predictors. This study is limited by its focus on a single hospital, restricted research duration, and data collection methods that may introduce bias due to indirect questionnaire responses. It exclusively involved BPJS patients in one service unit and examined only three variables, limiting the generalizability of the findings. The hospital should improve coordination at the registration counter, particularly in directing and verifying visits for BPJS patients, as well as consider adding facilities and human resources.