PENGARUH MUTU PELAYANAN FARMASI TERHADAP KEPUASAN PASIEN DI INSTALASI FARMASI RUMAH SAKIT UMUM DAERAH NOONGAN SULAWESI UTARA
| Main Authors: | , Gerald Edward Rundengan, , Dra. I.M. Sunarsih, SU |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/98640/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55142 |
Daftar Isi:
- Background: The more increasing the public�s demand of service quality, it is necessary for the function of health service including the service of hospital to be improved effectively and efficiently in order to serve a better satisfaction toward patient, family and public gradually. The pharmacy service in Hospital is an integrated part of service system in the Hospital and customer service oriented as well. There are many complaints of the patient toward the service of Pharmacy Installation in Noongan Regional Public Hospital (RSUD), thus, if it is not handled as soon as possible then it will result on the decreasing of patient�s satisfaction on the health service capability in Noongan Regional Public Health, especially Pharmacy Installation. Objective: This research is aimed to detect the service quality in Pharmacy Installation of Noongan Regional Public Hospital. Method: This research is non-experimental research by using analytic descriptive design with cross sectional method. The sample of this research is ongoing medication public patient obtaining service in Pharmacy Installation of Noongan Regional Public Hospital (RSUD). Therefore, the sample collecting uses accidental sampling technique. Result: From the analysis result, it can be noticed The existing gap of expectation and reality of patient regarding pharmacy service, at variables officer of the largest gap in the lack of official attention to the development of the patient. In the variable drug services, the largest gap is the time drug services. At variable supporting the largest gap that is the price of drugs. Conclusion: There is a difference between patients' expectations of service quality of desired by an accepted fact, that the perceived service quality is lower than expected patient. That there is a significant relationship between those three variables, namely pharmacy officer, drugs service and supporting service toward patient�s satisfaction taking the drugs in pharmacy installation of Noongan Regional Public Hospital (RCUD). This relationship is positive, which means that if the quality of service of the three variables will be increased then the rate of patient satisfaction also increased.