Analisis Kepuasan Pasien Rawat Jalan Instalasi Farmasi di Rsud Islamic Centre Kota Agung Tanggamus Dengan Menggunakan Metode Servqual Periode

Authors

  • Gina Ratnasari Program Studi Farmasi Universitas Tulang Bawang
  • Nopiyansyah Nopiyansyah Program Studi Farmasi Universitas Tulang Bawang
  • Samsuar Samsuar Program Studi Farmasi Universitas Tulang Bawang
  • Erniyati Erniyati Program Studi Ilmu Hukum Universitas Tulang Bawang
  • Riko Herdiansah Program Studi Peternakan Universitas Tulang Bawang

DOI:

https://doi.org/10.37090/jfl.v12i2.1339

Abstract

Based on the results of the study, it was found that the characteristics of female respondents were more than that of men. Based on the age of the respondents 17-65 years, the results obtained from the analysis were more than 26-35 years old, totaling 32 respondents with a percentage of 41%. Characteristics of respondents based on private employment, self-employed, civil servants, and others were obtained with the largest number, namely other jobs with a value of 54 respondents and a percentage of 69%, characteristics based on education at the level of SD, SMP, SMA, Diploma, Bachelor and others. more respondents with high school level education, amounting to 39 with a percentage of 50%. Based on the sociodemographic data of BPJS respondents and in general, there were more BPJS patients, namely 56 respondents with a percentage of 71%. Based on the results of the analysis of the reality value and the expected value of the five dimensions of servqual reliability, responsiveness, assurance, empathy and physical facilities, the average value or overall real value is 389 and the average expectation value is 391.4. The value of the service quality of the respondents from the five dimensions of servqual, namely reliability, responsiveness, assurance, empathy and physical facilities obtained an average value (-1.6), the value of the level of patient satisfaction based on the five servqual dimensions the average number was obtained (0.994), and Based on the analysis of the level of patient satisfaction with the pharmacy installation service at the Islamic Center Hospital, Kotaagung Tanggamus, the reality value is obtained from the five servqual dimensions with an average value of 389.

Keywords: Respondent Satisfaction, RSUD Kotaagung Tanggamus Islamic Centre, Servqual Dimension, Service Quality, Sociodemographics of Respondents.

References

Peraturan Menteri Kesehatan Republik Indonesia Nomor 72 Tahun (2016).Standar Pelayanan Kefarmasian Di Rumah Sakit. Jakarta.

Undang-Undang Republik Indonesia Nomor 36 Tahun (2009).Kesehatan. Jakarta.

Praptiwi.,D., Wahyono D, & Sampurno. (2013).Jurnal Manajemen dan Pelayanan Farmasi (JMPF) Journal of Management and Pharmacy Practice. Manajemen Dan Pelayanan Farmasi, 3(ISSN: 2088-8139), 24–29.

Peraturan Menteri Kesehatan Republik Indonesia Nomor 58 Tahun (2014). Standar Pelayanan Kefarmasian Di Rumah Sakit.

Raheem, A. R., Nawaz, A., Fouzia, N., & Imamuddin, K. (2014). Patients ’ Satisfaction and Quality Health Services: An Investigation from Private Hospitals of Karachi , Pakistan. 3(7), 34–38.

Trisnawati, K., Sumarni, & Fudholi, A. (2015). Jurnal Manajemen dan Pelayanan Farmasi ( JMPF ) Journal of Management and Pharmacy Practice. Manajemen Dan Pelayanan Farmasi, 5(ISSN: 2088-8139), 33–39.

Noviana, P. (2017). Patients Satisfaction Level Analysis of Quality of Pharmaceutical Installation Service in Pare Regional. Wiyata, 4(ISSN: 2442-6555), 111–120.

Denise Cristianty Pareraway, Tjitrosantoso H, & Bodhy W. (2016). Analisis Kepuasan Pasien Rawat Jalan Dalam Pelayanan Kefarmasian di Instalasi Farmasi RSUP PROF. Dr. R. D. KANDOU MANADO. Pharmacon, 5(4).

Claudia Ella Prastika, Dan Erviana R. (2017). Analisis Kepuasan Pasien Terhadap Pelayanan Farmasi Rawat Jalan Di Rumah Sakit Yogya.

Hidayati, A. N., Suryawati, C., & Sriatmi, A. (2014). Analisis Hubungan Karakteristik Pasien Dengan Kepuasan Pelayanan Rawat Jalan Semarang Eye Center ( SEC ) Rumah Sakit Islam Sultan Agung Semarang. 2, 9–14.

Praptiwi.A. (2010). Analisis Tingkat Kepuasan Pasien JAMKESMAS Terhadap Pelayanan di Rumah Sakit Umum Daerah Kabupaten Sukaharjo. (Skripsi). Program Studi Diploma III Manajemen Pemasaran : Fakultas Ekonomi; Universitas Sebelas Maret.

Sudarno, Rusgiono A., Hoyyi A, & Listifadah. (2011).Analisis Kualitas Pelayanan Dan Pengendalian Kualitas Jasa Berdasarkan Resepsi Pengunjung. 33–45.

Hadiyati I, N. Sekarwana N, Deni Kurniadi Sunjaya & Elsa Pudji Setiawati (2017). Pengembangan Instrumen Pengukur Kualitas Pelayanan Kesehatan Berdasar atas Harapan Peserta Jaminan Kesehatan Nasional di Rumah Sakit5 (2), 108–116.

Downloads

Published

2023-12-30

How to Cite

Ratnasari, G. ., Nopiyansyah, N., Samsuar, S., Erniyati, E., & Herdiansah, R. . (2023). Analisis Kepuasan Pasien Rawat Jalan Instalasi Farmasi di Rsud Islamic Centre Kota Agung Tanggamus Dengan Menggunakan Metode Servqual Periode. JFL : Jurnal Farmasi Lampung, 12(2), 140–148. https://doi.org/10.37090/jfl.v12i2.1339

Issue

Vol. 12 No. 2 (2023): JFL : Jurnal Farmasi Lampung

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.