RAHMAWATI, RANI and -, apt. Arifah Sri Wahyuni, M. Sc (2020) Evaluasi Tingkat Kepuasan Pasien Terhadap Kualitas Pelayanan Obat Di Tiga Apotek Wilayah Surakarta Periode Juli-September 2019. Skripsi thesis, Universitas Muhammadiyah Surakarta.
![[img]](http://eprints.ums.ac.id/style/images/fileicons/application_pdf.png) |
PDF (Nakah Publikasi)
Naskah Publikasi OK FIX YES rev.pdf Download (2MB) |
|
PDF (Surat Pernyataan Publikasi)
SURAT PERNYATAAN PUBLIKASI.pdf Restricted to Repository staff only Download (508kB) | Request a copy |
Abstract
Pharmacy is a pharmaceutical service facility where pharmacy practices are carried out by pharmacists. Patient satisfaction is a reflection of the quality of service provided by the pharmacy. If the performance is below expectations, the patient is not satisfied, if the performance exceeds expectations, the patient feels satisfied. The purpose of this study was to measure patient satisfaction in pharmacy services. This research uses observational method and questionnaire as a tool to measure satisfaction based on performance and consumer expectations. The number of samples involved from 3 pharmacies was 274 patients. Measurement of satisfaction is based on 5 dimensions of research, namely the dimensions of responsiveness, reliability, assurance, empathy, tangible. The collected data were analyzed using the Importance Performance Analysis method displayed with a Cartesian diagram. Patient satisfaction at Pharmacy 1 is supported from the dimensions of responsiveness and reliability with satisfaction values of 80.31% and 77.86%. Whereas Pharmacy 2 is supported from responsiveness and empathy dimensions with satisfaction value of 79.75% and 73.71%. And for Pharmacy 3 is supported from the dimensions of responsiveness and empathy with satisfaction values of 83.98% and 77.83%. The results of the analysis with the Cartesian diagram show that Pharmacy 1 must maintain the services that have been provided to patients. Whereas Pharmacy 2 needs to provide adequate parking for patients to increase patient satisfaction. For Pharmacy 3 it is necessary to improve services to patients by providing information on drug side effects to patients.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | drug service quality, patient satisfaction, drug service satisfaction level. |
| Subjects: | R Medicine > RS Pharmacy and materia medica |
| Divisions: | Fakultas Farmasi > Farmasi |
| Depositing User: | RANI RAHMAWATI |
| Date Deposited: | 11 Aug 2020 05:20 |
| Last Modified: | 11 Aug 2020 05:20 |
| URI: | http://eprints.ums.ac.id/id/eprint/84374 |
Actions (login required)
 |
View Item |
