ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN DI INSTALASI FARMASI RUMAH SAKIT BHAYANGKARA MANADO

Authors

  • Venesya Kaunang
  • Gayatri Citraningtyas
  • Widya Astuty Lolo

DOI:

https://doi.org/10.35799/pha.9.2020.29276

Abstract

ABSTRACT

 

Patient satisfaction is an important indicator for service quality and has implications for the delivery of services more efficiently in meeting patient needs. A good quality of service will provide patients satisfaction to and it will affect patients to hospital if needed. The purpose of this study was to determine the satisfaction of outpatients with services in the Pharmacy Installation at the Bhayangkara Hospital in Manado. The type and design of the study used is a type of descriptive research with a cross-sectional approach. Patient satisfaction was measured using the SERVQUAL (Service Quality) method. The result of this study, tangible   (-0.26), assurance (0-305), empathy (-0.37), responsiveness (-0.69), and the lowest is reliability (-0.86). It can be concluded that the overall satisfaction score is in the negative index, meaning that the patient is not satisfied with the services provided at the Pharmacy Installation.

 

Keywords: Patient Satisfaction, SERVQUAL, Pharmacy Installation, Bhayangkara Hospital Manado.

ABSTRAK

Kepuasan pasien merupakan indikator penting bagi kualitas pelayanan dan memiliki implikasi bagi penyelenggaraan pelayanan lebih efisien dalam memenuhi kebutuhan pasien. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien serta kepuasan pasien akan memengaruhi pasien untuk kembali lagi ke Rumah Sakit tersebut bila membutuhkan. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap pelayanan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Jenis dan rancangan penelitian yang digunakan adalah jenis penelitian deskriptif dengan pendekatan secara cross-sectional. Kepuasan pasien diukur menggunakan metode SERVQUAL (Service Quality). Hasil penelitian ini. secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26) secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26). Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi.

 

Kata kunci : Kepuasan Pasien, SERVQUAL, Instalasi Farmasi, Rumah Sakit Bhayangkara Manado

Downloads

Published

2020-05-28

How to Cite

Kaunang, V., Citraningtyas, G., & Lolo, W. A. (2020). ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN DI INSTALASI FARMASI RUMAH SAKIT BHAYANGKARA MANADO. PHARMACON, 9(2), 233–238. https://doi.org/10.35799/pha.9.2020.29276

Issue

Vol. 9 No. 2 (2020): PHARMACON

Section

Articles

License

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)