Analisis Kepuasan Pasien Rawat Jalan terhadap Pelayanan Kefarmasian di Instalasi Farmasi

Khurin In Wahyuni, Muhammad Syamsudin

Abstract


Abstrak

Studi ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap pelayanan kefarmasian di Instalasi Farmasi Rumah Sakit X Mojokerto dilihat dari lima dimensi reliability, responsiveness, empathy, tangible assurance. penelitian ini merupakan penelitian observasional dengan pendekatan cross sectional menggunakan analisis kuantitatif, populasi seluruh pasien rawat jalan RS X Mojokerto yang memenuhi kriteria inklusi, dalam peneletian ini menggunakan sampel sebanyak 329 responden, data primer yang diambil dengan cara memberikan kuesioner dengan skala likert 4 point. Hasil penggujian menggunakan program SPSS 21. Hasil analisis menggunakan Importance-Performance Analysis (IPA). Secara garis besar tingkat kepuasan paien menggunakan analisis IPA hasil yang didapatkan kurang memuaskan, pada dimensi reliability sebesar 93,41% dan dimensi empathy sebesar 95,84% yaitu memuaskan sedangkan pada dimensi responsiveness sebesar 90,45%, dimensi tangible sebesar 87,79% dan dimensi assurance sebesar 88,27% yaitu belum memuaskan).

Kata kunci: kepuasan, pelayanan kefarmasian, pasien

  

Abstract

This study aims to see the level of outpatient satisfaction with pharmaceutical services in the Pharmacy Installation at Hospital X Mojokerto in terms of five dimensions of reliability, responsiveness, empathy, tangible assurance. This research is an observational study with a cross-sectional approach using quantitative analysis, the entire population of outpatients at Hospital X Mojokerto who meet the inclusion criteria, in this study using a sample of 329 respondents, primary data taken by giving a questionnaire with a 4-point Likert scale. The test results used the SPSS 21 program. The results of the analysis used Importance-Performance Analysis (IPA). Broadly speaking, the level of patient satisfaction using IPA analysis is unsatisfactory, the reliability dimension is 93.41% and the empathy dimension is 95.84% satisfactory, while the responsiveness dimension is 90.45%, the tangible dimension is 87.79%. and guaranteed dimensions of 88.27% which are not satisfactory.

­­Keywords: satisfaction, pharmaceutical services, patient


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DOI: https://doi.org/10.33006/ji-kes.v5i1.217

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