| dc.contributor.advisor | UTAMI, PINASTI | |
| dc.contributor.author | PUTERI, ZOLLA LEANORA | |
| dc.date.accessioned | 2020-03-13T06:49:45Z | |
| dc.date.available | 2020-03-13T06:49:45Z | |
| dc.date.issued | 2019-07-19 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/32514 | |
| dc.description | Kebutuhan masyarakat akan apotek sebagai sarana kesehatan dapat mewujudkan peningkatan kesehatan masyarakat. Keberadaan apotek sebagai salah satu sarana kesehatan dipengaruhi oleh persebaran dan pelayanan yang diberikan. Pelayanan kefarmasian yang diberikan oleh apotek akan mempengaruhi tingkat kepuasan konsumen. Salah satu indikator pelayanan kefarmasian yang dapat menjadi gambaran pelayanan yang ideal adalah Peraturan Menteri Kesehatan Nomor 73 Tahun 2016. Terkait dengan hal tersebut, penelitian ini bertujuan untuk memberikan gambaran terhadap pelayanan kefarmasian dan menganalisa kepuasan konsumen apotek di Kecamatan Banguntapan Kabupaten Bantul sehingga dapat menjadi bahan evaluasi pelayanan kefarmasian dan kepuasan konsumen apotek di Kecamatan Banguntapan Kabupaten Bantul. Penelitian ini adalah penelitian non-eksperimental dengan metode deskriptif dari data persentase menggunakan pendekatan cross sectional. Instrumen penelitian profil pelayananan kefarmasian disusun berdasarkan Peraturan Menteri Kesehatan Nomor 73 Tahun 2016 tentang standar pelayanan kefarmasian di apotek dan penelitian analisis kepuasan konsumen dirujuk berdasarkan kuesioner yang mencakup lima dimensi yaitu reliability (kehandalan), responsiveness (ketanggapan), assurance (jaminan), empaty (empati), dan tangibles (bukti langsung). Data dikumpulkan melalui responden yang merupakan apoteker untuk melihat profil pelayanan kefarmasian dan konsumen apotek untuk menganalisis kepuasan konsumen. Data profil pelayanan kefarmasian dan kepuasan konsumen yang didapatkan akan dianalisis menggunakan statistik deskriptif berupa diagram atau tabel persentase. Penelitian ini melibatkan 22 sampel apoteker untuk meninjau pelayanan kefarmasian di Kecamatan Banguntapan dan 315 sampel konsumen apotek untuk meninjau kepuasan konsumen di Kecamatan Banguntapan yang memenuhi kriteria inklusi. Hasil dari penelitian ini menunjukkan bahwa rata-rata persentase pelayanan kefarmasian apotek di Kecamatan Banguntapan ditinjau dari pengelolaan sediaan farmasi, alat kesehatan, dan bahan medis habis pakai bernilai 77,02%, pelayanan farmasi klinik bernilai 65,45%, sumber daya kefarmasian bernilai 88,46%, dan evaluasi mutu pelayanan di apotek bernilai 48,70%. Hasil kerseluruhan rata-rata persentase pelayanan kefarmasian apotek di Kecamatan Banguntapan adalah sebesar 70,38% atau berada pada rentang cukup. Analisis kepuasan konsumen menunjukkan bahwa 66,82% pengunjung apotek di Kecamatan Banguntapan telah merasa puas terhadap pelayanan kefarmasian di apotek. | en_US |
| dc.description.abstract | Needs of pharmacy as a health facility in community can increase public health. The existence of pharmacy as one of health care facilities is influenced by distribution and provided services. Pharmaceutical services provided by pharmacy will affect the level of customer satisfaction. One of the indicators of ideal description for pharmaceutical services is Regulation of Health Minister Number 73 in 2016. Related to this, this study aims to provide an overview of pharmacy services and analyze customer satisfaction in pharmacies from Banguntapan District Bantul Regency so it can be material of pharmacy services evaluation and pharmacy consumer satisfaction in Banguntapan District Bantul Regency. This study is a non-experimental research with descriptive method from percentage data using cross sectional approach. The instrument of pharmacy services on this research was compiled based on Regulation of Health Minister Number 73 in 2016 about pharmacy services standards in pharmacies and consumer satisfaction analysis research is based on questionnaires covering five dimensions which are reliability, responsiveness, assurance, empathy, and tangibles. Data was collected through respondents who are pharmacist to see the profile of pharmacy services and pharmacy customers to analyze customer satisfaction. The data of pharmacy services and customer satisfaction obtained is analyzed using descriptive statistics in the form of diagram or percentage table. This study involved 22 pharmacist as samples to review pharmaceutical services in Banguntapan Subdistrict and 315 pharmacy consumers as samples to review customer satisfaction in Banguntapan Subdistrict that met the inclusion criteria. The results of this study indicate that the average percentage of pharmaceutical services in Banguntapan District pharmacies in terms of management of pharmaceutical preparations, medical devices, and consumable medical materials is 77,02%, clinical pharmacy services is 65,45%, pharmaceutical resources is 88,46%, and evaluation of service quality at the pharmacy is 48,70%. The overall results of the average percentage of pharmaceutical services at the Banguntapan District pharmacies is 70,38% or in a sufficient range. The analysis of consumer satisfaction shows that 66,82% of pharmacy visitors in Banguntapan Subdistrict is satisfied with the pharmacy services. | en_US |
| dc.publisher | FAKULTAS KEDOKTERAN DAN ILMU KESEHATAN UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | pharmacies, pharmaceutical services, customer satisfaction | en_US |
| dc.title | PROFIL PELAYANAN KEFARMASIAN DAN ANALISIS KEPUASAN KONSUMEN APOTEK DI KECAMATAN BANGUNTAPAN KABUPATEN BANTUL | en_US |
| dc.type | Thesis SKR FKIK 445 | en_US |
