| dc.contributor.advisor | GHOZALI, GHOZALI | |
| dc.contributor.author | URTHAMEA, BELLA | |
| dc.date.accessioned | 2019-10-28T03:43:22Z | |
| dc.date.available | 2019-10-28T03:43:22Z | |
| dc.date.issued | 2019-09-25 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/30024 | |
| dc.description | Pelayanan kesehatan yang belum sesuai dengan harapan pasien diharapkan
dapat menjadi masukan bagi organisasi pelayanan kesehatan baik di rumah sakit,
puskesmas dan apotek agar berupaya untuk memenuhinya. Pasien akan selalu
mencari pelayanan kesehatan yang kinerjanya memenuhi harapan pasien. Hal
tersebut dapat meningkatkan kenyamanan pasien sehingga pasien pasti akan selalu
datang berobat ke fasilitas pelayanan tersebut. Tujuan dari penelitian ini adalah
untuk mengetahui tingkat kepuasaan pasien terhadap pelayanan kefarmasian di
Apotek Pharm 24 di Kecamatan Gamping Kabupaten Sleman Provinsi Daerah
Istimewa Yogyakarta berdasarkan analisis Customer Satisfaction Index (CSI) dan
Importance Peformance Analysis (IPA).
Penelitian ini menggunakan desain penelitian non-eksperimental secara
deskriptif-analitik. Pengambilan data dilakukan secara purposive sampling
melalui data primer berdasarkan hasil kuesioner. Jumlah responden yang diambil
dalam penelitian ini adalah 380 responden yang memenuhi kriteria inklusi.
Analisis Tingkat Kepuasan pasien dalam model SERVQUAL dilakukan dengan
menggunakan pengukuran analisis Customer Satisfaction Index dan penilaian
atribut 5 dimensi Servqual menggunakan analisis Importance Peformance
Analysis (IPA).
Hasil analisis Customer Satisfaction Index menunjukan bahwa didapatkan
tingkat kepuasan pasien terhadap pelayanan kefarmasian sebesar 81,33%. Hasil
analisis Importance Performance Analysis yang dibagi ke dalam 4 kuadran.
Diketahui persepsi pasien ada 2 atribut yaitu atribut “Petugas apotek memahami
keperluan pasien” dan atribut “Petugas apotek tidak membiarkan pasien
menunggu lama” termasuk dalam (Kuadran A) sehingga atribu-atribut tersebut
harus diprioritaskan utama dalam perbaikan pelayanan kefarmasian di Apotek
Pharm 24 di Kecamatan Gamping Kabupaten Sleman Provinsi Daerah Istimewa
Yogyakarta. Tingkat kepuasan pasien terhadap pelayanan kefarmasian di Apotek
Pharm 24 di Kecamatan Gamping Kabupaten Sleman Provinsi Daerah Istimewa
Yogyakarta sebesar 81,33. Hasil analisis Importance Performance Analysis yang
dibagi ke dalam 4 kuadran diketahui persepsi pasien ada 2 atribut termasuk dalam
(Kuadran A) sehingga harus diprioritaskan utama dalam perbaikan pelayanan. | en_US |
| dc.description.abstract | A health service that has not fulfilled the patient expectations are expected
to be a suggestion for health service organizations such as hospitals, health centers,
and pharmacies to make an effort to fulfill their expectations. Patients will always
look for health services whose performance meets their expectations. It is can
increase the patients’ level of comfort and make them come back to receive their
health treatment at those health services. The purpose of this research is to
determine the level of patient satisfaction towards the pharmacy services at Pharm
24 Pharmacy at Gamping District, Sleman Regency, Special Region of
Yogyakarta based on the analysis of Customer Satisfaction Index (CSI) and
Importance Performance Analysis (IPA).
This research uses a descriptive non-experimental research design. The
data were collected by purposive sampling through primary data based on the
results of the questionnaire. The number of respondents taken in this study was
380 respondents who met the inclusion criteria. The analysis of the level of patient
satisfaction in the SERVQUAL model was performed using Customer
Satisfaction Index analysis measurements and the assessment of 5-dimensional
Servqual attributes using the Importance Performance Analysis (IPA) analysis.
The result of the Customer Satisfaction Index analysis shows that the level
of patient satisfaction towards the pharmacy services is 81.33%. The Importance
Performance Analysis results are divided into 4 quadrants. It is known that there
are two attributes of patients perceptions namely the attribute "Pharmacy staff
understand the needs of patients" and the attribute "Pharmacy staff does not let
patients wait for a long time" which belongs to (Quadrant A) in which these
attributes must be prioritized first in improving the pharmacy services at Pharm 24
Pharmacy at Gamping District, Sleman Regency, Special Region of Yogyakarta.
The level of patient satisfaction towards pharmacy services at Pharm 24 Pharmacy
in Gamping District, Sleman Regency, Special Region Yogyakarta is 81.33. The
result of the Importance Performance Analysis are divided into 4 quadrants are
know to the patient’s perception that there are 2 attributes included in (Quadrant A)
so they must be prioritized first in service improvement. | en_US |
| dc.publisher | FAKULTAS KEDOKTERAN DAN ILMU KESEHATAN UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | Patients’ satisfaction, Service quality, Customer Satisfaction Index, Importance Performance Analysis | en_US |
| dc.subject | Kepuasan Pasien, Kualitas Pelayanan, Customer Satisfaction Index, Importance Peformance Analysis | en_US |
| dc.title | ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK PHARM 24 DI KECAMATAN GAMPING KABUPATEN SLEMAN PROVINSI DAERAH ISTIMEWA YOGYAKARTA | en_US |
| dc.type | Thesis SKR FKIK 524 | en_US |
