ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS TANAWANGKO

Authors

  • Greey C.E. Bunet
  • Widya A. Lolo
  • Erladys M. Rumondor

DOI:

https://doi.org/10.35799/pha.9.2020.30024

Abstract

ABSTRACT

Patient satisfaction is an important indicator for pharmaceutical services and has a close relationship with service quality. A good quality of services will provide satisfaction to patient so that it affects to return the Health Center. The purpose of this study was to determine the satisfaction of outpatients with the quality of pharmaceutical services at the Tanawangko Health Center. This research is a descriptive study and the data collection tool used is the questionnaire given to 277 respondents. Based on the research results obtained, it is known that each question on the 5 dimensions has a negative value with an average value (-0.38) this value is obtained from the average value of the total service quality index between expectations and reality, meaning the patient is not satisfied. The reality received is lower yhan expectations.

Keywords :  Level of satisfaction, expectations, reality.

 

ABSTRAK

Kepuasan pasien merupakan indikator penting bagi pelayanan kefarmasian dan memiliki hubungan erat dengan kualitas pelayanan. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien sehingga mempengaruhi pasien untuk kembali lagi ke Puskesmas. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap mutu pelayanan kefarmasian di Puskesmas Tanawangko. Penelitian ini merupakan penelitian deskriptif dan alat pengumpulan data yang digunakan yaitu kuesioner diberikan kepada 277 responden. Berdasarkan hasil penelitian yang diperoleh, diketahui bahwa setiap pertanyaan pada 5 dimensi memiliki nilai negatif dengan nilai rata-rata (-0,38) nilai ini diperoleh dari rata-rata nilai indeks total kualitas pelayanan antara harapan dan kenyataan, artinya pasien tidak puas. Kenyataan yang diterima lebih rendah dibandingkan dengan harapan.

Kata Kunci  : Tingkat kepuasan, harapan, kenyataan.

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Published

2020-08-09

How to Cite

Bunet, G. C., Lolo, W. A., & Rumondor, E. M. (2020). ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS TANAWANGKO. PHARMACON, 9(3), 397–403. https://doi.org/10.35799/pha.9.2020.30024

Issue

Vol. 9 No. 3 (2020): PHARMACON

Section

Articles

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