Analisis Tingkat Kepuasan Pasien Rawat Inap terhadap Pelayanan Kefarmasian di Instalasi Farmasi RS X Tahuna

https://doi.org/10.22146/jmpf.45917

Gayatri Citraningtyas(1*), Imam Jayanto(2), Jesica Nangaro(3), Alfred Nangaro(4)

(1) Program Studi Farmasi, Fakultas MIPA, Universitas Sam Ratulangi
(2) Program Studi Farmasi, Fakultas MIPA, Universitas Sam Ratulangi
(3) Program Studi Farmasi, Fakultas MIPA, Universitas Sam Ratulangi
(4) Rumah Sakit Daerah Liun Kendage Tahuna
(*) Corresponding Author

Abstract


The level of satisfaction achievement on the services provided to patients, both the quality of health services and the health care system, will be the first choice for patients to visit the hospital. The objective of this study was to determine inpatients satisfaction level in the internal diseases room on drug services at Pharmacy Installation Hospital of X Tahuna. This research was a descriptive research with crosssectional design. The research instrument was a form of a questionnaire of hope and reality which was adopted from Nangaro in 2019. The validity and reliability test of the questionnaire was conducted on 30 respondents and data analysis using index of total quality service. There are 115 people who have met the inclusion criteria, such as being willing to be a respondent, being able to read and write, aged ≥ 18 years old, and were currently undergoing treatment in the interna room and have received service at X Tahuna Hospital. Analysis of satisfaction data was using the Weighted Servqual model. The results showed an overall satisfaction index of -0.20, while the satisfaction index for each dimension was as follows: -0.29 for the tangibles dimension, -0.278 emphaty dimensions, -0.17 reliability dimensions, -0.274 dimensions responsiveness, and - 0.32 for the assurance dimension. The overall satisfaction index as well as each dimension shows a negative value, which means that the patient is not satisfied with the drug services at X Tahuna Hospital Pharmacy Installation. The Hospital must re-evaluate the number of human resources (pharmacist-patient ratio), the flow of drug services, as well as the completeness of the available facilities.


Keywords


Satisfaction; Inpatients; Services

Full Text:

PDF


References

  1. Angelova B., Zekiri J. Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model). IJAR in Business and Social Sciences, 2011;1(3):232-258.
  2. Yunevy EFT., Haksama S. Analisis Kepuasan Berdasarkan Persepsi Dan Harapan Pasien Di Puskesmas Medokan Ayu Surabaya. Jurnal Administrasi Kesehatan Indonesia, 2013;1(1):9-20.
  3. Pratiwi D., Wahyono D., Sampurno. Analisis Kepuasan Pasien Farmasi Rawat Jalan Menggunakan Metode Servqual : Studi Di Rumah Sakit Swasta X Jakarta. Jurnal Manajemen Dan Pelayanan Farmasi, 2013;3(1):24-29.
  4. Fajar NA., Kartikasari E., Ainy A. Kepuasan Pasien Jamkesmas Terhadap Kualitas Pelayanan Kesehatan Di Poli Umum Puskesmas Petaling Kabupaten Bangka Tahun 2009. Jurnal Pembangunan Manusia, 2010;4(11):1-11.
  5. Malik SU. Customer Satisfaction, Perceived Service Quality And Mediating Role Of Perceived Value. International Journal of Marketing Studies, 2012;4(1):68-76.
  6. Purnamawati E. Analisis Kualitas Layanan dengan Metode Servqual dan AHP di Dinas Kependudukan dan Pencatatan Sipil di Surabaya. Tekmapro, 2008;3(1):35 – 45.
  7. Astuti HJ. Analisis Kepuasan Konsumen. Media Ekonomi, 2007;7(1):23 – 42.
  8. Kholil M., Agustina A., Tumin. Analisis Kualitas Pelayanan Dengan Metode Servqual Untuk Meningkatkan Kepuasan Konsumen Di PT. NGK Ceramics Indonesia. PASTI, 2011;5(3):48 – 63.
  9. Notoatmodjo S. Metode Penelitian Kesehatan. Jakarta: Rineka Cipta; 2012.
  10. Isnindar, Ilham S, Robiyanto. Analisis Tingkat Kepuasan Pasien Rawat Inap di Ruangan Penyakit Dalam Terhadap Pelayanan di Instalasi Farmasi Rumah Sakit Periode Desember 2011 – Februari 2012. Jurnal Manajemen dan Pelayanan Farmasi, 2013;3(4):231 – 248.
  11. Priyatno D. Paham Analisa Statistik Data Dengan SPSS. Yogyakarta: Madia Kom; 2010.
  12. Aryani F., Husnawati, Muharni S., Liasari M., Afrianti R. Analisa Kepuasan Pasien Rawat Jalan Terhadap Kualitas Pelayanan di Instalasi Farmasi Rumah Sakit Islam Ibnu Sina Pekanbaru. Pharmacy, 2015;12(1):101 -112.
  13. Parerawa DC., Tjitrosantoso H., Bodhi W. Analisis Kepuasan Pasien Rawat Jalan Dalam Pelayanan Kefarmasian di Instalasi Farmasi RSUP Prof. Dr. R.D.Kandou Manado. Pharmacon, 2016;5(4):273 – 279.
  14. Nangaro JT., Citraningtyas G., Sudewi S. Analisis Tingkat Kepuasan Pasien Rawat Jalan Terhadap Kualitas Pelayanan Obat Di Instalasi Farmasi RSUD Liun Kendage Tahuna. Pharmacon, 2019;8(2):287 – 296.
  15. Abdillah DA., Ramdan M. Hubungan Karakteristik Pasien Dengan Kepuasan Pasien Rawat Jalan Di Puskesmas Sindangkerta Kabupaten Bandung Barat. Jurnal Kesehatan Kartika Stikes A.Yani, 2009;4(1);56 – 66.
  16. Nimako SG., Azumah FK., Donkor F., Veronica AB. Overall Customer Satisfaction in Ghana’s Mobile Telecommunication Networks: Implications for Management and Policy. AYDF Journal, 2010;7(1):35 – 49.
  17. Kuntoro W., Istiono W. Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Kretek Bantul Yogyakarta. Jurnal Kesehatan Vokasional, 2017;2(1):140 – 147.
  18. Laeliyah N., Subekti H. Waktu Tunggu Pelayanan Rawat Jalan Dengan Kepuasan Pasien Terhadap Pelayanan Di Rawat Jalan RSUD Kabupaten Indramayu. Jurnal Kesehatan Vokasional, 2017;1(2):102 – 112.
  19. Analisa LW. Analisis Pengaruh Motivasi Kerja Dan Lingkungan Kerja Terhadap Kinerja Karyawan. Universitas Diponegoro; 2011.
  20. Baker HK., Powell GE. Dividend Policy In Indonesia : Survey Evidence From Executives. Journal Of Asia Business Studies, 2009;6(1):79 – 92.
  21. Handayani S. Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan
    Di Puskesmas Baturetno. Profesi, 2016;14(1):42 – 48.
  22. Chairunnisa, Puspita M. Gambaran Kepuasan Pasien Rawat Jalan terhadap Pelayanan di Rumah Sakit Islam Jakarta Sukapura Tahun 2015. Jurnal Kedokteran Dan Kesehatan, 2017;13(1):9 – 27.
  23. Tjiptono F. Pemasaran Jasa. Yogyakarta: Penerbit Andi; 2017.



DOI: https://doi.org/10.22146/jmpf.45917

Article Metrics

Abstract views : 15189 | views : 13632

Refbacks

  • There are currently no refbacks.


Copyright (c) 2020 JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)

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

©Jurnal Manajemen dan Pelayanan Farmasi
Faculty of Pharmacy
Universitas Gadjah Mada
Creative Commons License
View My Stats