RAHZOPAN SERAGUMA (2019) ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RSUD DR. M. YUNUS PROVINSI BENGKULU. S1 thesis, Universitas Muhammadiyah Yogyakarta.

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Official URL: http://repository.umy.ac.id/handle/123456789/28573

Abstract

Health is one of the basic needs of society. Increasing peoples standard of living is directly proportional to peoples needs for health services. Patient satisfaction is one element that is used as a benchmark in assessing the quality of services in hospitals, so this encourages every hospital to improve the quality of hospital services to provide satisfaction to patients. Patient satisfaction is an important indicator for service quality and has an impact on the implementation of health service efforts that are more efficient in meeting patient needs. The purpose of this study was to determine the level of patient satisfaction and find out the views of patients on pharmaceutical services at the Outpatient Pharmacy Installation of RSUD dr. M. Yunus Bengkulu Province based on analysis of the Customer Satisfaction Index (CSI) and Importance Peformance Analysis (IPA). This study uses a descriptive-analytic non-experimental research design with a cross sectional approach. Data retrieval is done by purposive sampling through primary data based on the results of the questionnaire. The number of respondents taken in this study were 500 respondents who met the inclusion criteria. Level Analysis of Patient Satisfaction in the SERVQUAL model is carried out using measurements of Analysis of Customer Satisfaction Index and assessment of Servqual 5-dimensional attributes using Importance Peformance Analysis (IPA) Analysis. The results of the analysis of the Customer Satisfaction Index show that the value of the level of patient satisfaction with pharmacy services at the Outpatient Pharmacy Installation of RSUD dr. M. Yunus in Bengkulu Province at 74.75% in the category (SATISFIED). The results of the Importance Peformance Analysis show 2 attributes that are the priority of the hospitals main service improvement, namely the attribute "All drugs contained in the prescription are always available at hospital pharmacy installations" and the attribute "Pharmacy officers encourage patients to recover quickly and pray for patients".

Dosen Pembimbing: UNSPECIFIED | UNSPECIFIED
Item Type: Thesis (S1)
Uncontrolled Keywords: PATIENT SATISFACTION, SERVICE QUALITY, CUSTOMER SATISFACTION INDEX, IMPORTANCE PEFORMANCE ANALYSIS
Divisions: Fakultas Kedokteran > S1 Farmasi
Depositing User: Unnamed user with email Admin Perpustakaan 2
Last Modified: 09 Oct 2025 02:59
URI: https://etd.umy.ac.id/id/eprint/58016

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