HUBUNGAN KUALITAS PELAYANAN OBAT DENGAN TINGKAT KEPUASAN PASIEN DI APOTEK DEBORAH KOTA BANJARBARU TAHUN 2021

Tanau, Novi Yulyadhe (2021) HUBUNGAN KUALITAS PELAYANAN OBAT DENGAN TINGKAT KEPUASAN PASIEN DI APOTEK DEBORAH KOTA BANJARBARU TAHUN 2021. Diploma thesis, Universitas Islam Kalimantan MAB.

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Abstract

Pharmacy is one of the important health care facilities in the development of health in the community. To maintain the quality of pharmaceutical services, pharmacies must regularly evaluate the quality of services. One method in evaluating the quality of service is to evaluate patient satisfaction. The level of patient satisfaction depends on the quality of service, both services and products provided at the pharmacy. The aim is to identify and analyze the relationship between the quality of drug services and the level of patient satisfaction at the Deborah pharmacy, Banjarbaru city in 2021. This type of research is correlational analytic with a cross sectional approach. The number of samples is 94 people with purposive sampling technique. The instrument is a questionnaire. The test used is Chi Square. The results show that most of the respondents' satisfaction levels are included in the satisfied category as much as 93.6%, the quality of drug services seen from 5 (five) dimensions all show good categories, namely the tangible dimension as much as 89.4%, reliability as much as 91.5%, responsiveness as much as 90 .4%, assurance as much as 97.9%, empathy as much as 93.6%. The conclusion is that there is a significant relationship between the quality of drug services based on the tangible dimension with p value = 0.000026, the reliability dimension p value = 0.000000003, the responsiveness dimension p value = 0.000013, the assurance dimension p value = 0.003, the empathy dimension p value = 0.00007 < 0.05 with the level of patient satisfaction at the Deborah pharmacy, Banjarbaru city in 2021. Suggestions should immediately address the shortcomings that have existed so far and if possible to add and better complement the existing facilities and infrastructure with advanced technology. Apotek merupakan salah satu fasilitas pelayanan kesehatan yang penting dalam pembangunan kesehatan di masyarakat. Untuk menjaga mutu pelayanan kefarmasian, apotek harus secara rutin melakukan evaluasi mutu pelayanan. Salah satu metode dalam evaluasi mutu pelayanan adalah dengan mengevaluasi kepuasan pasien. Tingkat kepuasan pasien tergantung pada mutu pelayanan baik jasa maupun produk yang diberikan di apotek. Tujuan untuk mengidentifikasi dan menganalisis hubungan kualitas pelayanan obat dengan tingkat kepuasan pasien di apotek Deborah kota Banjarbaru tahun 2021. Jenis penelitian analitik korelasional dengan pendekatan cross sectional. Jumlah sampel 94 orang dengan teknik pengambilan purposive sampling. Instrumen berupa kuesioner. Uji yang digunakan Chi Square. Hasil menunjukkan sebagian besar tingkat kepuasan responden termasuk dalam kategori puas sebanyak 93,6%, kualitas pelayanan obat dilihat dari 5 (lima) dimensi semua menunjukkan kategori baik yaitu dimensi tangible sebanyak 89,4%, realibilitas sebanyak 91,5%, responsiveness sebanyak 90,4%, assurance sebanyak 97,9%, emphaty sebanyak 93,6%. Kesimpulan ada hubungan yang bermakna antara kualitas pelayanan obat berdasarkan dimensi tangible dengan p value = 0,000026, dimensi realibilitas p value = 0,00000003, dimensi responsiveness p value = 0,000013, dimensi assurance p value = 0,003, dimensi emphaty (empati) p value = 0,00007 < α 0,05 dengan tingkat kepuasan pasien di apotek Deborah kota Banjarbaru tahun 2021. Saran sebaiknya segera dibenahi kekurangan yang selama ini ada dan jika memungkinkan untuk menambah dan melengkapi lebih baik lagi sarana dan prasana yang ada dengan teknologi canggih.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Satisfaction Level, Tangible, Reality, Responsiveness, Assurance, Empathy Tingkat Kepuasan, Berwujud Kehandalan, Daya Tanggap, Jaminan, Empati
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Depositing User: Novi Yulyadhe Tanau
Date Deposited: 04 Oct 2021 03:01
Last Modified: 04 Oct 2021 03:01
URI: http://eprints.uniska-bjm.ac.id/id/eprint/7634

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