ANALISIS KEPUASAN PASIEN RAWAT JALAN DALAM PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RSUP PROF. Dr. R. D. KANDOU MANADO

Denise Cristianty Pareraway

Abstract


ANALISIS KEPUASAN PASIEN RAWAT JALAN DALAM PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RSUP PROF. Dr. R. D. KANDOU MANADO

Denise Cristianty Pareraway1), Heedy Tjitrosantoso1), Widdhi Bodhi1)

1)Program Studi Farmasi FMIPA UNSRAT Manado, 95115

 

ABSTRACT

The qualified pharmacy installation service is health care that can satisfy every services user in accordance with the level of satisfaction of patients or consumers, as well as its implementation in accordance with the code of ethics and service standards that have been set, since 25% of the patient's recovery is expected to be obtained from the convenience and good pharmacy service, while 75% came from the drug which use by patients. The purpose of this study was to determine the level of customer satisfaction against pharmacy service installation in the Prof. Dr. R.D. Kandou Manado Hospital Pharmacy. The level of satisfaction was measured using a model SERVQUAL (Service Quality) by using incidental sampling on all outpatient of Prof. Dr. R.D. Kandou Hospital, Manado. The results of Gap dimensions analysis stated that the highest satisfaction level was tangible, assurance, comes out the same were responsiveness and empathy, and furthermore reliability. To attribute / questions that have the highest satisfaction level is a pharmacy clerk dressed in clean and tidy, and had the lowest satisfaction rate is the time consumed at drug services. The results of the Cartesian diagram analysis against highest service quality questions were category D, then B, A and finally C, where the result showed the level of customer satisfaction at Outpatient Pharmacy Installation in the Prof. R.D. Kandou Hospital, Manado already good.

Keywords: Consumer satisfactions, Service quality, Pharmacy Instalation

ABSTRAK

Pelayanan instalasi farmasi yang bermutu adalah pelayanan kesehatan yang dapat memuaskan setiap pemakaian jasa pelayanan sesuai dengan tingkat kepuasan pasien atau konsumen, serta penyelenggarannya sesuai dengan kode etik dan standar pelayanan yang telah ditetapkan, karena 25% kesembuhan pasien diharapkan diperoleh dari kenyamanan serta baiknya pelayanan apotek, sedangkan 75% berasal dari obat yang digunakan pasien. Tujuan dari penelitian ini adalah untuk mengetahui tingkat kepuasan konsumen terhadap pelayanan kefarmasian di Instalasi Farmasi RSUP Prof. Dr. R. D. Kandou Manado. Tingkat kepuasan diukur menggunakan model SERVQUAL (Service Quality) dengan teknik incidental sampling pada seluruh pasien rawat jalan RSUP Prof. Dr. R. D. Kandou Manado. Hasil penelitian menyatakan bahwa analisis Gap dimensi yang mempunyai tingkat kepuasan tertinggi secara berturut-turut yaitu tangible, assurance, responsiveness dan emphaty, dan terakhir reliability. Untuk atribut/pertanyaan yang mempunyai tingkat kepuasan tertinggi adalah petugas apotek berpakaian bersih dan rapi, dan mempunyai tingkat kepuasan terendah adalah kecepatan waktu pelayanan obat. Hasil analisis diagram Kartesius atribut/pertanyaan kualitas layanan terbanyak yaitu kategori D, selanjutnya B, A, dan terakhir C, dimana hal ini menunjukkan tingkat kepuasan pelanggan Instalasi Farmasi Rawat Jalan di RSUP Prof. Dr. R. D Kandou sudah baik

Kata kunci: Kepuasan Konsumen, Service quality, Instalasi Farmasi


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DOI: https://doi.org/10.35799/pha.5.2016.14050

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Publisher :
Pharmacy Study Program,
Faculty of Mathematic and Science
Sam Ratulangi University
Manado, North Sulawesi, Indonesia, 95115

     

Cooperation With :
Persatuan Ahli Farmasi Indonesia (PAFI)
Sulawesi Utara
Manado, North Sulawesi, Indonesia, 95112

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