TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RUMAH SAKIT ROBERT WOLTER MONGISIDI MANADO

Authors

  • Ni Wayan M. Juliawati
  • Gayatri Citraningtyas
  • Imam Jayanto

DOI:

https://doi.org/10.35799/pha.8.2019.29374

Abstract

ABSTRACT

Hospitals as service providers are required to be able to provide the best services such as facilities, waiting times for drugs, and counseling to achieve community satisfaction. This study aims to determine the level of patient satisfaction with the quality of drug services at the Pharmacy Installation of Robert Wolter Mongisidi Hospital, Manado. This research is a type of descriptive research with prospective data collection. The number of samples was 383 people. Using research instruments in the from of questionsnaire using the SPSS program. The results obtained by the overall satisfaction index value of -0.33. Satisfaction indexes in each dimension are : tangibles -0.10; empathy -0,21; reliability -0.28; responsiveness -0.5; and assurance -0.56. The conclusion shows that outpatient BPJS patients have not been satisfied with the sevices provided at the Pharmacy Installation of Robert Wolter Mongisidi Hospital, Manado. 

 Keywords : Patient Satisfaction, Service Quality, Outpatient, Robert Wolter Mongisidi Hospital Manado.

 

ABSTRAK

Rumah sakit selaku penyedia jasa dituntut untuk dapat memberikan pelayanan yang terbaik seperti fasilitas, waktu tunggu obat, dan konseling untuk mencapai kepuasan masyarakat. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien terhadap kualitas pelayanan obat di Instalasi Farmasi Rumah Sakit Robert Wolter Monginsidi Manado. Penelitian ini merupakan jenis penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 383 orang. Proses pengumpulan data dilakukan dengan menggunakan instrumen penelitian dalam bentuk  kuisioner. Uji validitas dan reliabilitas kuisioner menggunakan program SPSS. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar -0,33. Indeks kepuasan pada setiap dimensi berturut-turut antara lain : tangibles -0,10; empathy -0,21; reliability -0,28; responsivenes -0,5; dan assurance -0,56. Kesimpulan menunjukan pasien peserta BPJS rawat jalan belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi Rumah Sakit Robert Wolter Mongisidi Manado.

Kata Kunci : Apotek, Apoteker, Standar Pelayanan Kefarmasian.

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Published

2019-11-28

How to Cite

Juliawati, N. W. M., Citraningtyas, G., & Jayanto, I. (2019). TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RUMAH SAKIT ROBERT WOLTER MONGISIDI MANADO. PHARMACON, 8(4), 945–952. https://doi.org/10.35799/pha.8.2019.29374

Issue

Vol. 8 No. 4 (2019): PHARMACON

Section

Articles

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