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UEU » Journal » Keperawatan Posted by [email protected] at 11/12/2020 16:25:20 • 362 Views
ANALISIS KEPUASAN PASIEN FARMASI RAWAT JALAN
MENGGUNAKAN METODE SERVQUAL (STUDI KASUS DI RUMAH
SAKIT SWASTA X JAKARTA)Created by :
Yuliati ( none ) Eliza Magdalena Daniar pratiwi
Subject: | PELAYANAN KESEHATAN | Alt. Subject : | SERVQUAL SATISFACTION | Keyword: | CARTESIAN DIAGRAM HEALTH DEVELOPMENT |
Alt. Description
Currently, Indonesias health development began to emphasize on improving the quality of health
care, where service quality should be oriented to customer satisfaction in order to continue to exist in
the midst of global competition. Pharmacy Unit at X Hospital Jakarta is one of the medical support
required to deliver a quality service that oriented to patient satisfaction. This research is descriptive
study using primary data that obtained from the questionnaire that distributed to 400 patients at
Outpatient Pharmacy, which in Outpatient Pharmacy for the patient who secured by insurance (A and
B) and Cash (F). The category of patients at Outpatient Pharmacy are patient that secured by
corporate, corporate pensioner in Jabodetabek, patient that secured by other insurance and cash
patient. The sampling technique used is nonprobability sampling, the quota sampling. The level of
satisfaction of patients seen by SERVQUAL method in five dimensions, that is responsiveness,
empathy, reliability, assurance and tangible, as well as mapping the dimensions of service quality and
its attributes in a Cartesian Diagram. In general, patients are not satisfied with the performance of
Outpatient Pharmacy at X Hospital Jakarta. The results on the whole respondents for the gap between
patients expectation and Outpatient Pharmacy X Hospitals performance is negative. The sequence of
the biggest negative gap felt in responsiveness (-0.7100), empathy (-0.6550), reliability (-0.5800),
assurance (-0.4975) and tangible (-0.4200). The sequence of the greatest dissatisfaction felt by
corporate pensioner in Jabodetabek (30.59%), cash patients (29.08%), patient that secured by other
insurance (22.22%) and patient that secured by corporate (18.11%). The sequence of the biggest
dissatisfaction perceived by the patient for services in Outpatient Pharmacy F (37.49%), Outpatient
Pharmacy A (32.47%) and Outpatient Pharmacy B (30.04%). Based on the mapping of Cartesian
Diagram, Outpatient Pharmacy at X Hospital Jakarta should pay more attention to the dimensions of
responsiveness, especially regarding speed of service and providing more crew at peak hours.
Date Create | : | 11/12/2020 | Type | : | Text | Format | : | pdf | Language | : | Indonesian | Identifier | : | UEU-Journal-11_0343 | Collection ID | : | 11_0343 |
Source : Indonesian Journal of Nursing Health Science Volume 1 Nomor 1, Maret 2016
Relation Collection: Civitas Akademika Universitas Esa Unggul
Coverage : Fakultas Ilmu-Ilmu Kesehatan
Rights : @2020 Perpustakaan Universitas Esa Unggul
Publication URL : https://digilib.esaunggul.ac.id/analisis-kepuasan-pasien-farmasi-rawat-jalanmenggunakan-metode-servqual-studi-kasus-di-rumahsakit-swasta-x-jakarta-17568.html
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