CUSTOMER SERVICE IN THE ACADEMIC DEPARTMENT OF POLTEKKES MINISTRY OF HEALTH KALTIM TIME OF COVID PANDEMIC 19 YEAR 2020

Abstract

Abstract
Measuring the success of the service provided, it is better to use the point of view of the
service user. The main problem as an educational service during the COVID-19 pandemic is
whether the services provided are in line with expectations. The purpose of this study was to
analyze the quality of services consisting of physical evidence, reliability, responsiveness,
assurance and empathy for customer satisfaction in the academic subsection of the East
Kalimantan Health Polytechnic during the COVID-19 pandemic. Quantitative method with
Cluster Random Sampling technique. Results based on reliability: Very Satisfied 34 people
23, 8%, Satisfied 61 people 42,7%, Moderately Satisfied 37 people 25.9%, Dissatisfied 8
people 5,6%, Dissatisfied 3 people 2,1%. Responsiveness Very Satisfied 35 people 24,5%,
Satisfied 61 people 42,7%, Fairly Satisfied 37 people 25,9%, Unsatisfied 8 people 5.6%
Dissatisfied 2 people 1,4%. Guarantee Very Satisfied 48 people 33,6%, Satisfied 60 people
42%, Quite Satisfied 24 people 16,8%, Dissatisfied 9 people 6,3%, Dissatisfied 2 people
1,4%. Attention: Very Satisfied 44 people 30,8%, Satisfied 58 people 40,6%, Quite Satisfied
32 People 22.4%, Less Satisfied 5 people 3,5% Dissatisfied 4 people or 2,8% Conclusion
There is a relationship between 5 variables reliability, responsiveness, assurance, attention,
physical evidence of customer satisfaction. For each variable, it is necessary to improve the
quality of service, especially the smiles of the officers who do not appear to be replaced using
props.
Keywords: Reliability, responsiveness, assurance, attention, physical evidence of customer
satisfaction smile