HUBUNGAN MUTU PELAYANAN DENGAN TINGKAT KEPUASAN PASIEN INSTALASI FARMASI DI RUMAH SAKIT UNIVERSITAS MUHAMMADIYAH MALANG
| Main Author: | Abdah, Azmy |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/53586/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/53586/2/BAB%20I.pdf http://eprints.umm.ac.id/53586/3/BAB%20II.pdf http://eprints.umm.ac.id/53586/4/BAB%20III.pdf http://eprints.umm.ac.id/53586/5/BAB%20IV.pdf http://eprints.umm.ac.id/53586/6/BAB%20V.pdf http://eprints.umm.ac.id/53586/7/BAB%20VI.pdf http://eprints.umm.ac.id/53586/8/BAB%20VII.pdf http://eprints.umm.ac.id/53586/9/LAMPIRAN.pdf http://eprints.umm.ac.id/53586/ |
Daftar Isi:
- Background: Installation of hospital pharmacy (IFRS) plays an important role in the final process of health services in hospitals, because most patient that visits health facilities will accept prescription drugs. BPJS (Social Insurance Administration Organization) plays a role in increasing patient visits so that the demand for better quality health services will also increases. Patient satisfaction with health services can be described by fulfilling the patient's needs and providing polite and courteous, timely, and responsive. Patients who are satisfied will increase the compliance to treatment and come for treatment again. Objective: Knowing the correlation between service quality and the satisfaction level of pharmacy installation outpatient at the University of Muhammadiyah Malang Hospital Method: Analytical observational with cross sectional approach. Sampling using simple random sampling with the number of 100 pharmacy installation outpatient at the University of Muhammadiyah Malang Hospital Research Result and Discussion: Spearman's bivariate analysis showed that all components of service quality were related because they had a significance value of p <0.05. Among the five components of service quality, tangible had the strongest relationship because it had a significance value of p = 0,035 based on the binary logistic regression test. Conclusion: There is a relationship between service quality like tangible, empathy, reliability, assurance and responsiveness to the level of patient satisfaction at the pharmaceutical installation at the University of Muhammadiyah Malang Hospital