ANALISIS PERSEPSI PASIEN TERHADAP KUALITAS PELAYANAN DI INSTALASI FARMASI RAWAT JALAN RUMAH SAKIT AKADEMIK UGM YOGYAKARTA
| Main Authors: | , RINA WAHYUNINGSIH, , Dr. Ika Puspitasari, M.Si., Apt. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/124841/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=65001 |
Daftar Isi:
- With increasing population , the demand for health services is also increasing . UGM initiative to set up a health care center Academic Hospital ( RSA ) Class B. This requires evaluation of hospital -related quality of pharmacy services . This quality is measured based on the patient's perception Installing RSA Outpatient Pharmacy UGM . The purpose of this study was to determine the perception of patients in the Outpatient Pharmacy Installing RSA UGM as well determine the most dominant dimension gives a good perception of the patient's pharmacy services RSA UGM . Perceptions surveyed using a questionnaire that included information on patient characteristics and perceptions of five dimensions ( reliability , responsiveness , assurance , empathy , and tangibles ) . This questionnaire was given to outpatients who met the inclusion criteria . The analysis used a description of the characteristics of respondents , perceptions , and perceptions on each dimension description . Patients in the Outpatient Pharmacy Installing RSA UGM give the perception of service quality 13 % \" fairly \" , 59 % \" good \" and 28 % \" very good \" . The most dominant dimension gives a very good perception of the consumer is the dimension of physical evidence with the percentage of 49.21 % , while the most dominant dimension gives a good perception of empathy is the dimension of 66.67 % . Overall, the characteristics of most contributors perception of both the dimensions of reliability ( 69.84 % ) , responsiveness , and assurance ( 73.02 % ) is a group of patients school or work , the dimensions of empathy ( 71.43 % ) and physical evidence ( 73.02 % ) were 15-50 years age group and a group of school or work .