Health Education for Postpartum (Nifas) Mothers Regarding Fulfilling Sleep Needs at Pmb Nislawaty, June 2025
DOI:
https://doi.org/10.55927/ijsd.v4i5.618Keywords:
Service quality, Indonesian Red Cross, Blood Transfusion Unit, Generation Z, voluntary blood donation, SERVQUALAbstract
The participation of Generation Z in voluntary blood donation in Surabaya remains relatively low despite their significant potential as active donors. This study aims to analyze the service quality of the Surabaya City Indonesian Red Cross Blood Transfusion Unit (UTD PMI) in encouraging Generation Z’s participation. Using a descriptive qualitative method with observations, interviews, and questionnaires, the study applied the SERVQUAL model covering five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The findings reveal that most Generation Z respondents are satisfied with the services provided by UTD PMI Surabaya. The tangible dimension achieved the highest satisfaction level (61%), indicating clean facilities, professional staff, and complete medical equipment. Assurance and responsiveness also scored well, while empathy remained relatively low, particularly regarding personal attention and emotional engagement. This suggests a need for improving interpersonal communication and empathetic service. The overall analysis shows that high service quality fosters comfort and trust, which positively influence donor participation. Enhancing empathy, developing digital-based information systems, and optimizing social media campaigns are recommended strategies to attract and retain Generation Z blood donors in the futur
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