ANALISIS KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL DI APOTEK KIMIA FARMA 396 TUMINTING KOTA MANADO

Authors

  • Preisdy Aprilia Mumu
  • Widya A Lolo
  • Imam Jayanto

DOI:

https://doi.org/10.35799/pha.9.2020.29285

Abstract

ABSTRACT

 

 

The quality of health services has a close relationship with patient satisfaction, because if reality exceeds expectations the patient will use the health service. Patient satisfaction is the expectations that arise after comparing between  reality and expectations. This study aims to determine the level of patient satisfaction of National Health Insurance participants in Kimia Farma Pharmacy 396 Tuminting, Manado City. This type of research is a descriptive study, using non-probability sampling method with purposive sampling technique. This research was conducted by distributing questionnaire sheets to the level of patient satisfaction to 290 respondents who met the inclusion criteria. The results obtained by an average overall patient satisfaction of (-0.51), it can be concluded that the level of satisfaction in the negative range which means the patient is not satisfied with the services provided.

Keywords : National Health Insurance, level of satisfaction, expectations, reality.

 

ABSTRAK

 

 

Kualitas pelayanan kesehatan memiliki hubungan yang erat dengan kepuasan pasien, karena jika kenyataan melebihi harapan maka pasien akan menggunakan pelayanan kesehatan tersebut. Kepuasan pasien akan muncul setelah membandingkan antara kenyataan dan harapan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien peserta Jaminan Kesehatan Nasional di Apotek Kimia Farma 396 Tuminting Kota Manado. Jenis penelitian ini merupakan penelitian deskriptif, menggunakan metode non probability sampling dengan teknik purposive sampling. Penelitian ini dilakukan dengan membagikan lembar kuesioner tingkat kepuasan pasien kepada 290 responden yang memenuhi kriteria inklusi. Hasil penelitian yang diperoleh rata-rata secara keseluruhan kepuasan pasien sebesar (-0,51), dapat disimpulkan bahwa tingkat kepuasan berada pada rentang negatif yang artinya pasien tidak puas dengan pelayanan yang diberikan.

 

Kata kunci : Jaminan Kesehatan Nasional (JKN), tingkat kepuasan, harapan, kenyataan.

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Published

2020-05-28

How to Cite

Mumu, P. A., Lolo, W. A., & Jayanto, I. (2020). ANALISIS KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL DI APOTEK KIMIA FARMA 396 TUMINTING KOTA MANADO. PHARMACON, 9(2), 302–309. https://doi.org/10.35799/pha.9.2020.29285

Issue

Vol. 9 No. 2 (2020): PHARMACON

Section

Articles

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