HUBUNGAN ANTARA KUALITAS PELAYANAN PASIEN RAWAT JALAN DENGAN TINGKAT KEPUASAN DI APOTEK INSTALASI FARMASI RUMAH SAKIT ISLAM SITTI MARYAM KOTA MANADO

Abstract

At the present one of challenge in service health at hospital is fullfiling of
expectation of quality of service pharmacy. The application of medical service, as the
integral part of patient satisfaction and whole medical service activity. Hospital must give
best service to reach satisfaction. Satisfaction of pharmacy services which can be seen from 5
(five) servqual dimension (responsiveness, reliability, assurance, empathy, tangibles).
Methods : This research is an analytical research survey with a cross sectional research
design. Subject of this research is the outpatient in islamic hospital Sitti Maryam. The
number of samples in this research were 100 samples. Retrieval of data through
questionnaires. Statistical tests were used to analyze the relationship between variables using
the Pearson Product Moment with α = 0,05 and CI = 95%.
Result : The result of good responsiveness is 47%, good reliability 32%, good assurance
29%, good empathy 48%, good tangibles 88%. And the level of patient satisfaction is 42%.
The statistic test result from the responsiveness variable with patient satisfaction obtainable
rhitung = 0,018; reliability variable with patient satisfaction obtainable rhitung = 0,172;
assurance variable with patient satisfaction obtainable rhitung = 0,216; empathy variable with
patient satisfaction obtainable rhitung = 0,265; tangibles variable with patient satisfaction
obtainable rhitung = 0,491.
Conclusion : The test results indicate that there is a relationship between the pharmacy
service in dimension of assurance, empathy, tangibles with outpatient satisfaction. the
dimensions of responsiveness and reliability dimension there is no relationship with patients
satisfaction.
Keywords : Quality of pharmacy services, Patients satisfaction