Servicescape assessment and consumer satisfaction in blood transfusion services at a regional Indonesian public hospital

  • I Nengah Tela 
    Universitas Bung Hatta
    Indonesia
  • Janny Wongso
    Universitas Bung Hatta
    Indonesia
  • Haryani Haryani
    Universitas Bung Hatta
    Indonesia
  • Raudhotul Jannah
    Universitas Bung Hatta
    Indonesia
  • Zaitul Zaitul
    Universitas Bung Hatta
    Indonesia

Abstract

This study aimed to assess servicescape conditions and consumer satisfaction in blood transfusion and related healthcare services at RSUD Lubuk Basung, Indonesia. A quantitative descriptive design involved 74 respondents from the Blood Transfusion and Pulmonary Units. Data were collected using a five-point Likert questionnaire comprising 19 indicators and 40 sub-indicators and analysed using the Transformed Criteria Rate and SWOT framework. Results showed that building aesthetics had the lowest score (39.73%), followed by building access (46.69%), maintenance (49.41%), internal access (49.46%), indoor comfort (49.62%), views and lighting (52.16%), and green space (53.24%). Conversely, social and organisational relations reached 80.80%, while community support achieved 92.57%. The study concludes that several physical servicescape dimensions require substantial improvement despite strong organisational and community support. These findings provide an empirical basis for prioritising targeted facility improvements and systematically evaluating feasible redevelopment alternatives to enhance patient experience and regional healthcare service delivery.

Keywords
  • Servicescape, Consumer satisfaction, Blood transfusion unit, Regional general hospital, SWOT analysis
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