Analisis Kepuasan Pasien Rawat Jalan terhadap Pelayanan Kefarmasian di Instalasi Farmasi
DOI:
https://doi.org/10.33006/ji-kes.v5i1.217Abstract
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
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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.
ÂÂKeywords: satisfaction, pharmaceutical services, patient
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