ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN INSTALASI FARMASI DI RSUD DR. JOHN PIET WANANE KABUPATEN SORONG DENGAN METODE SERVQUAL

Authors

  • Melanie Jenifer Togas
  • Widya Astuty Lolo
  • Imam Jayanto

DOI:

https://doi.org/10.35799/pha.11.2022.41727

Abstract

ABSTRACT

The level of patient satisfaction is closely related to pharmaceutical services in hospitals, where patients will feel satisfied if there are similarities in health services between expectations and reality. Weaknesses and shortcomings that exist in hospital services need to be known to make a new standard in service. This study aims to determine the level of satisfaction of outpatients with pharmaceutical installation services at RSUD Dr. John Piet Wanane, Sorong Regency. This type of research is descriptive quantitative by distributing questionnaires to 270 respondents obtained by purposive sampling technique. Based on the research results, the average patient satisfaction is (-0.64), so it can be concluded that the level of satisfaction is in the negative range, which means that the patient is not satisfied with the services provided.

 

Keywords: Patient Satisfaction, Hospital, Outpatient

 


 

ABSTRAK

Tingkat kepuasan pasien berkaitan erat dengan pelayanan kefarmasian di rumah sakit, dimana pasien akan merasa puas apabila adanya persamaan pelayanan kesehatan antara harapan dan kenyataan. Kelemahan dan kekurangan yang ada pada pelayanan rumah sakit perlu diketahui untuk menjadikan suatu standar baru dalam pelayanan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap pelayanan instalasi farmasi di RSUD Dr. John Piet Wanane Kabupaten Sorong. Jenis penelitian ini adalah deskriptif kuantitatif dengan membagikan kuesioner kepada 270 responden yang diperoleh dengan teknik purposive sampling. Berdasarkan hasil penelitian, rata-rata kepuasan pasien sebesar (-0,64), sehingga dapat disimpulkan bahwa tingkat kepuasan berada pada rentang negatif yang artinya pasien tidak puas dengan pelayanan yang diberikan.

 

Kata kunci: Kepuasan Pasien, Rumah Sakit, Rawat Jalan

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Published

2022-07-02

How to Cite

Togas, M. J., Lolo, W. A., & Jayanto, I. (2022). ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN INSTALASI FARMASI DI RSUD DR. JOHN PIET WANANE KABUPATEN SORONG DENGAN METODE SERVQUAL. PHARMACON, 11(2), 1395–1401. https://doi.org/10.35799/pha.11.2022.41727

Issue

Vol. 11 No. 2 (2022): PHARMACON

Section

Articles

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