Implikasi 5 Mutu Pelayanan Kefarmasian Terhadap Kepuasan Pasien Di Instalasi Farmasi Rawat Jalan Rumah Sakit Delta Surya Sidoarjo Dengan Metode SERVQUAL

Rizkiyah, Norma (2020) Implikasi 5 Mutu Pelayanan Kefarmasian Terhadap Kepuasan Pasien Di Instalasi Farmasi Rawat Jalan Rumah Sakit Delta Surya Sidoarjo Dengan Metode SERVQUAL. Skripsi thesis, Universitas Kadiri.

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Abstract

This research is an non experimental study with a descriptive analytic research design with a quantitative approach. The subjects of this study were patients who were redeeming drugs at the Outpatient Pharmacy Installation of Delta Surya Hospital Sidoarjo who met the inclusion criteria, the total sample was 100 respondents with purposive sampling technique. Data were collected by means of a survey using a questionnaire. The purpose of this study was to determine the 5 quality of pharmaceutical services on the level of patient satisfaction using the ServQual method, to know the description of patient satisfaction values according to Imprortance Performance Analysis (IPA) to know each item included in the cartesian diagram quadrant, and to determine the characteristics of the respondent. As well as the influence between the characteristics of the respondent with the level of patient satisfaction on the 5 quality of pharmaceutical services in the Outpatient Pharmacy Installation of Delta Surya Hospital Sidoarjo by using the Chi-square test. The results of this study show that the majority of respondents in this study were women who had an age range between 26-35 years, with a high enough education, namely high school, and almost half of the research respondents had jobs as housewives. For the analysis of respondent characteristics, it was found that there was a significant effect between education and patient satisfaction, while age, sex and occupation had no significant effect on patient satisfaction. Based on the results of the level of patient satisfaction stated that 82 (82%) of respondents stated "satisfied" with the pharmaceutical services at the Outpatient Pharmacy Installation at Delta Surya Hospital Sidoarjo, while 9 (9%) respondents stated "quite satisfied". Based on the analysis of ServQual, the value of patient satisfaction towards 5 pharmaceutical service quality has an "adequate" interpretation with a satisfaction level of "satisfaction" with each dimension of 0.77 (reliability), 0.93 (responsiveness), 0.92 (empathy), 0.91 (guarantee), and 0.93 (tangible). Furthermore, the results of the analysis using the Imprortance Performance Analysis (IPA) test show that in quadrant A (top priority) of 5 items, quadrant B (maintain performance) of 19 items, and quadrant C (low priority) of 1 item. Key words: Satisfactionh, parmaceutical services, ServQual.

Item Type:	Thesis (Skripsi)
Subjects:	R Medicine > RS Pharmacy and materia medica
Divisions:	Fakultas Ilmu Kesehatan > Prodi Farmasi S1
Depositing User:	NR Nurul Huda
Date Deposited:	28 Jan 2022 07:21
Last Modified:	28 Jan 2022 07:21
URI:	http://repository.unik-kediri.ac.id/id/eprint/271

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