PENGARUH KUALITAS PELAYANAN FARMASI PADA KEPUASAN PASIEN RAWAT JALAN DI RS BHAYANGKARA YOGYAKARTA
Abstract
Hospital pharmaceutical installation services play an important
role in efforts to improve the quality of hospital services. The
quality of hospital services affects outpatient satisfaction. A level
of satisfaction is the difference between perceived performance
and expectations.The satisfaction of patient can affect the quality
of the hospital.This study aims to determine the effect of
pharmaceutical service quality on outpatient satisfaction in Tipe
D Hospital Yogyakarta. This type of research is quantitative. The
participated sample is outpatients who meet the inclusion criteria
in Tipe D Hospital. Retrieval of data use a questionnaire with
purposive sampling. Multivariate data analysis use multiple
regression analysis. The results showed that the dimensions of
pharmaceutical service quality that influence outpatient
satisfaction are tangible. Dimensions of pharmaceutical service
quality that do not affect outpatient satisfaction are reliability,
responsiveness, assurance and empathy. The overall dimentions
of pharmaceutical service quality (reliability, responsiveness,
certainty, empathy and tangible ) affect satisfaction of outpatient
in Tipe D Hospital Yogyakarta (t 7.239; p 0.000)