RSAB Harapan Kita is a service provider to the community in an effort to fulfill health. As one of the efforts made in improving health services provided by RSAB Harapan Kita as a public service, an assessment is needed from the community of service users, namely through a community satisfaction survey by referring to the Community Satisfaction Index of Permenpan 14 of 2017.

The research sample was calculated based on the average outpatient and inpatient visits for the period February - September 2021. The outpatient visits were 71,572 and inpatient visits were 6,663, so the total visits were 78,235 people, so the number of samples in the study was calculated using the Morgan and Krejcie sample table.

Tabel: Nilai Persepsi, Interval IKM, Interval Konversi IKM

Table: Customer Satisfaction Index (IKM) Value Based on Customer Reality and Expectations Semester II 2021

Based on customer perceptions in the survey, there was a gap in value between expectations and reality. In the table of Community Satisfaction Index (IKM) Values ​​based on Customer Reality and Expectations, it can be seen that the value of customer expectations for health services, both in outpatient services, inpatient services, and supporting services, is overall higher than the value of reality in customer perceptions of health services provided by RSAB Harapan Kita. The value of customer expectations is sebesar 87,99 sedangkan nilai capaian sebesar 78,29 (mutu pelayanan B, kinerja pelayanan Baik).