Tingkat Kepuasan Pasien Terhadap Kualitas Pelayanan Obat Di Apotek Ary Farma Karanganyar Tahun 2017

Tri Wibowo, Agung and , Gunawan Setiyadi, M.Sc., Apt (2018) Tingkat Kepuasan Pasien Terhadap Kualitas Pelayanan Obat Di Apotek Ary Farma Karanganyar Tahun 2017. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Patient satisfaction using the service of pharmacy was a reflection of the quality of health services provided in the pharmacy. Satisfaction was a function of performance and expectation. If the performance was below expectations then the consumer was not satisfied, on the contrary if the performance meets expectations then the consumer will be satisfied and the consumer will be very satisfied if it was performance exceeds expectations. This research purpose was to find out how the level of patient satisfaction on the quality of drug services in Ary Farma Karanganyar Pharmacy. This research was an observational study with non-experiment approach. The number of samples was 100 patients/consumers of Ary Farma Karanganyar Pharmacy. The questionnaire was used as a research analysis tool consisting of performance questionnaires and expectations. The collected data was analyzed by using the conformity level analysis between the expectation and the performance received by the customer (Importance Performancee Analysis) which was displayed in Cartesian diagram form. Research result shows that tangible dimensions have an average value of 73,40% which means the patient was satisfied with the service received. Reliability dimensions have an average value of 69,80% which means the patient was satisfied with the service received. Responsiveness dimensions have an average value of 72,59% which means the patient was satisfied with the service received. Assurance dimensions have an average value of 73,97% which means the patient was satisfied with the service received, and then empathy dimensions have an average value of 74,65% which means the patient was satisfied with the service received. Overall of the five dimensions of service quality has an average score of 72,88%, which means patients were satisfied with the quality of drug services in Ary Farma Karanganyar Pharmacy.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	the quality of drug services, patients satisfaction level, consumers
Subjects:	R Medicine > RS Pharmacy and materia medica
Divisions:	Fakultas Farmasi > Farmasi
Depositing User:	Unnamed user with username k100060141
Date Deposited:	26 Jan 2018 02:38
Last Modified:	26 Jan 2018 02:38
URI:	http://eprints.ums.ac.id/id/eprint/58505

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