scholarly journals ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP MUTU PELAYANAN KEFARMASIAN DI PUSKESMAS TANAWANGKO

PHARMACON ◽  
2020 ◽  
Vol 9 (3) ◽  
pp. 397
Author(s):  
Greey C.E. Bunet ◽  
Widya A. Lolo ◽  
Erladys M. Rumondor
Keyword(s):  
Service Quality ◽  
Health Center ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Data Collection Tool ◽  
Important Indicator ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Close Relationship

ABSTRACTPatient satisfaction is an important indicator for pharmaceutical services and has a close relationship with service quality. A good quality of services will provide satisfaction to patient so that it affects to return the Health Center. The purpose of this study was to determine the satisfaction of outpatients with the quality of pharmaceutical services at the Tanawangko Health Center. This research is a descriptive study and the data collection tool used is the questionnaire given to 277 respondents. Based on the research results obtained, it is known that each question on the 5 dimensions has a negative value with an average value (-0.38) this value is obtained from the average value of the total service quality index between expectations and reality, meaning the patient is not satisfied. The reality received is lower yhan expectations.Keywords :  Level of satisfaction, expectations, reality. ABSTRAK Kepuasan pasien merupakan indikator penting bagi pelayanan kefarmasian dan memiliki hubungan erat dengan kualitas pelayanan. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien sehingga mempengaruhi pasien untuk kembali lagi ke Puskesmas. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap mutu pelayanan kefarmasian di Puskesmas Tanawangko. Penelitian ini merupakan penelitian deskriptif dan alat pengumpulan data yang digunakan yaitu kuesioner diberikan kepada 277 responden. Berdasarkan hasil penelitian yang diperoleh, diketahui bahwa setiap pertanyaan pada 5 dimensi memiliki nilai negatif dengan nilai rata-rata (-0,38) nilai ini diperoleh dari rata-rata nilai indeks total kualitas pelayanan antara harapan dan kenyataan, artinya pasien tidak puas. Kenyataan yang diterima lebih rendah dibandingkan dengan harapan.Kata Kunci  : Tingkat kepuasan, harapan, kenyataan.

scholarly journals Application of the Servqual Method and the Kano Model as Measurement of Service Quality towards Customer Satisfaction in Senyum Media Bondowoso

2021 ◽  
Vol 1 (4) ◽  
pp. 324-331
Author(s):  
Firrizqi Satria Wibawa ◽  
Nurul Qomariah ◽  
Yusron Rozzaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Kano Model ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Research Show

This research aims to analyze the level of customer satisfaction to services and explain the factors that must be prioritized in order to meet consumer expectations in Senyum Media Bondowoso. The method used is quantitative research with the Servqual method and the Kano model. The population of this research is all the customers of the Senyum Media Bondowoso store and the samples used are 150 samples using the Purposive Sampling technique. The results of the research show that the quality of service in CV. Senyumindo Mediatama Bondowoso is not in accordance with what is desired by customers, because the calculation is carried out using the Service Quality method, the results obtained are the average value of service quality, the average value of service quality for all dimensions of service quality is -4,967. On the other hand, for the Kano category is in the Indifferent category, which means that the attributes that are in the category of less attention by consumers, therefore the existence of these attributes does not affect the decrease or increase in the level of satisfaction of consumers. This category has no effect on consumer satisfaction with functional or dysfunctional services and goods.

scholarly journals ANALISIS PERBANDINGAN TINGKAT KEPUASAN PASIEN JKN TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS KECAMATAN LANGOWAN

PHARMACON ◽  
2020 ◽  
Vol 9 (4) ◽  
pp. 601
Author(s):  
Aprilia Massie ◽  
Widya Astuty Lolo ◽  
Imam Jayanto
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Health Center ◽  
Pharmaceutical Services ◽  
Satisfaction Level ◽  
District Health ◽  
Important Indicator ◽  
Public Health Center ◽  
Average Value ◽  
The Difference

ABSTRACTService quality is closely related to patient satisfaction and is an important indicator for pharmaceutical services. Good quality service will give satisfaction to patients so that it affects patients to return to the Public health center The purpose of this study was to determine the comparison of the satisfaction levels of outpatient JKN participants with pharmaceutical services at the Langowan District Health Center. The results showed that the overall average value of patient satisfaction at the Tumaratas Health Center was (-0.49) while at the Walantakan Health Center it was (-0.62) with the difference between the two health centers of (-0.13), so it can be concluded that Patient satisfaction level is more satisfying at Public health center Tumaratas compared to Public health center Walantakan Keywords : Public health center, National health insurance, satisfaction level  ABSTRAKKualitas pelayanan sangat erat kaitannya dengan kepuasan pasien dan merupakan indikator penting bagi pelayanan kefarmasian. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien sehingga mempengaruhi pasien untuk kembali lagi ke puskesmas. Tujuan dari penelitian ini untuk mengetahui perbandingan Tingkat  Kepuasan pasien peserta JKN rawat jalan terhadap pelayanan kefarmasian di Puskesmas Kecamatan Langowan. Penelitian ini merupakan penelitian deskriptif dan alat pengumpulan data yang digunakan yaitu kuesioner diberikan kepada 265 dan 226 responden. Hasil penelitian diperoleh rata-rata secara keseluruhan nilai kepuasan pasien di Puskesmas Tumaratas didapatkan sebesar (-0,49) sedangkan di Puskesmas Walantakan sebesar (-0,62) dengan selisih antara kedua puskesmas sebesar (-0,13), sehingga dapat disimpulkan bahwa tingkat kepuasan pasien lebih memuaskan pada Puskesmas Tumaratas di bandingkan pada Puskesmas Walantakan.                                          Kata kunci  : Puskesmas, JKN, Tingkat Kepuasan

scholarly journals Servqual Gap and Comparative Analysis of Service Quality Perception: Determination Framework and Critical Factors for Submission of Service Quality in the Public Health Center (Puskesmas) in Sukawati District, Gianyar Region, Bali - Indonesia

2018 ◽  
Vol 9 (11) ◽  
pp. 21127-21137
Author(s):  
Ni Putu Cempaka Dharmadewi Atmaja ◽  
Ni Made Satya Utami
Keyword(s):  
Public Health ◽  
Comparative Analysis ◽  
Service Quality ◽  
Health Center ◽  
Quality Of Services ◽  
Critical Factors ◽  
Public Health Center ◽  
The Public ◽  
Significant Difference

This study aims to find out the critical factors in delivering the quality of services at the Public Health Center (Puskesmas) in Sukawati District. Determination of critical factors based on Servqual Gap is a comparison between expectations and perceptions of the quality of service perceived by patients/ public health visitors. The research method is using qualitative descriptive analysis. The critical factor is determined by making a Cartesian diagram which is sourced from Serqual GAP. Data was obtained from the distribution of questionnaires to 200 respondents. The results of the data analysis concluded that there were 10 indicators in the Puskesmas Sukawati I that were categorized as critical factors that had to be corrected immediately. While Puskesmas Sukawati II there are 2 indicators that must immediately be improved. The comparative analysis shows that there is a significant difference between patient expectations and perceptions of perceived service quality. This result is certainly a consideration for the management of the Puskesmas to be able to assess the accuracy of the services provided to the community so that it can improve the quality of services in the future.

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PESERTA BPJS DI PUSKESMAS PANDIAN KABUPATEN SUMENEP

2016 ◽  
Vol 2 (02) ◽  
Author(s):  
Rila Rindi Antina
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Quantitative Research ◽  
Care Patient ◽  
Quality Of Services ◽  
High Satisfaction ◽  
Quality Health ◽  
Study Population

Patient satisfaction as users of services is one indicator in assessing the quality of services at the health center. High satisfaction will show the success of the health center in providing quality health services. After a preliminary study showed that there are patients who are not satisfied with the services provided. The purpose of this study was to analyze the influence of service quality on patient satisfaction BPJS participants in Puskesmas Pandian Sumenep.Type of quantitative research. The study population was a participant at the health center BPJS Pandian Sumenep much as 225 respondents and a sample of 144 respondents. Data collection techniques using variable measurement based questionnaire with Likert scale. Analysis of data using statistical Spearment Rank test.Hypothesis test results ρ value: 0.00 and 0.05 α so that it can be concluded that the ρ value <α and can be described that the value of H0 that there is a relationship between service quality and patient satisfaction.The results of this study indicate that service quality has a significant influence on patient satisfaction, hence providing health care should pay attention to the quality of services provided.Keywords: Quality of Care, Patient Satisfaction

scholarly journals Pengaruh Kualitas Pelayanan Kefarmasian Terhadap Tingkat Kepuasan Pasien Di Empat Apotek Kota Tangerang Selatan

2020 ◽  
Vol 4 (2) ◽  
pp. 198
Author(s):  
Melizsa Melizsa ◽  
Renato Putra Herwina ◽  
Magdalena Niken
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Strong Influence ◽  
Sampling Method ◽  
Pearson Correlation ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Drug Management ◽  
Cross Sectional

There has been a shift in the orientation of pharmaceutical services from only drug management to comprehensive patient care (Pharmaceutical Care). Some factors that influence the level of patient satisfaction are the quality of pharmaceutical services. The purpose of this study was to determine the Effect of Pharmaceutical Service Quality on Patient Satisfaction Level in Four Pharmacy City of South Tangerang. This research is a type of quantitative analytic research with cross sectional method. This study uses an accidental sampling method by distributing questionnaires to 100 respondents in four South Tangerang city pharmacies. The results showed that the quality of pharmaceutical services has a strong influence on the level of patient satisfaction that has a Pearson correlation of 0.714. The assessment category for the service quality variable produced a pretty good answer (65%) and quite satisfied (75%) forpatient satisfaction. The quality of services provided by the four pharmacies is good, but it must be continuously improved so that there is no decrease in patient satisfaction in the future. 

scholarly journals Measuring Inpatients Level of Satisfaction about Health Services Provided by Zakho Governmental Hospitals

2017 ◽  
Vol 5 (1) ◽  
pp. 221
Author(s):  
Basheer A. Abdi ◽  
Dlofan A. Salman
Keyword(s):  
Health Services ◽  
General Hospital ◽  
Maternity Hospital ◽  
Quality Of Services ◽  
Important Indicator ◽  
Patient’S Satisfaction ◽  
Emergency Hospital ◽  
Patients Satisfaction ◽  
Level Of Satisfaction

Background and aim: Patient’s satisfaction is a central element in the evaluation of health care services and it's an important indicator for measuring the quality of services and regarded as a component of performance improvement. The aim of present research was to measure patients’ satisfaction about health services in Zakho's hospital. Methodology: Descriptive study was conducted in Zakho's hospital. 248 patients were selected from Zakho general hospital, maternity hospital and emergency hospital in Zakho city which are the only hospitals that can receive inpatients in discrete. A validated questionnaire was used to measure patients’ satisfaction about health services by interviewing them on day of discharge. Results: the results of present study in Zakho’s hospitals (Zakho General Hospital, Emergency Hospital and Maternity Hospital) showed moderate level of satisfaction with health services that provided to them as overall results were (3.56 out of 5). With highest level of satisfaction in Zakho general hospital and lowest level in emergency hospital. Conclusion: the results indicate the need for further efforts should spend to overcome weakness and barriers for provision of better quality of services and enhance better satisfaction. the results also suggest that serious and effective pains are necessary to increase patient's satisfaction in Emergency hospital.

scholarly journals DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP PESERTA BPJS KESEHATAN DI RS MELANIA BOGOR

2019 ◽  
Vol 7 (3) ◽  
pp. 295-302
Author(s):  
Bayu Prasetyo Soedargo
Keyword(s):  
Health Insurance ◽  
Health Program ◽  
The State ◽  
Quality Of Services ◽  
Average Value ◽  
Level Of Satisfaction ◽  
Standard Set ◽  
Provide Health Insurance ◽  
Total Average

Health is very important for every individual. This will make people more concerned with their health and will make various efforts to maintain their health. On the other hand, the state is obliged to guarantee the health of its citizens. Therefore, the state established a National Health Insurance (JKN) program to provide health insurance for all Indonesian people. This government program is organized by the Health Insurance Administration Agency (BPJS). This study aims to determine the extent of satisfaction of inpatients in Melania Hospital to the services provided by the BPJS Health program. This type of research uses descriptive qualitative methods in finding answers to the level of satisfaction of inpatients in Melania Hospital using the BPJS Health program. This explanation is supported by questionnaire data obtained from 317 inpatients using the BPJS Health program. The results of this study indicate that the quality of services provided by Melania Hospital to BPJS inpatients is good with a total average value of 4.10. For tangible dimensions the average value is 4.10, the reliability dimension the average value is 4.04, the responsiveness dimension the average value is 4.12, the assurance dimension the average value is 4.09 and the empathy dimension the average value is 4.13. The advice given is that Melania Hospital should fix a number of indicators that are still below the standard set by Melania Hospital.                                Keyword :  BPJS Health program, Inpatients, Inpatients satisfaction

scholarly journals ANALISIS KUALITAS PELAYANAN DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA) PADA PT. MEDIA PURNA ENGINEERING

2018 ◽  
Vol 1 (2) ◽  
pp. 146-160
Author(s):  
Heru Winarno ◽  
Tb Absor
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Service Quality ◽  
Quality Of Services ◽  
Quality Attribute ◽  
Hydraulic Systems ◽  
Level Of Satisfaction ◽  
Work Area ◽  
A Company

PT. Media Purna Engineering is a company engaged in the field of mechanical maintenance services rotating, hydraulic systems, construction, and piping. PT. Media Purna Engineering has never conducted a measurement of the level of satisfaction of its partner companies so that in improving the quality of service and in overcoming the complaints have not been done properly. The purpose of this study is to improve the quality of service to the satisfaction of partner companies namely PT. Krakatau Steel (Persero) Tbk for the services provided. The research method used is the method of Service Quality (Servqual) and Importance Performance Analysis (IPA) to measure the level of satisfaction and quality of services provided .. Based on research results indicate that the quality of service PT. Media Purna Engineering is good, but there are 1 service quality attribute that still need to be improved or developed from 25 attribute of service quality, that is at the 15th attribute about speed in giving solution. Recommendations for improvement include the introduction of the work area, new workers should always be supervised and supervised, schedule training, constraints please quickly inform Lieder or Supervisor to be quick in providing solutions to overcome them.

Effect of Service Quality on Post–Visit Intentions: The Case of a Computer Centre

2000 ◽  
Vol 25 (3) ◽  
pp. 49-56 ◽  
Author(s):  
Devinder K Banwet ◽  
Biplab Datta
Keyword(s):  
Service Quality ◽  
Direct Effect ◽  
Service Performance ◽  
Quality Of Services ◽  
Level Of Satisfaction ◽  
Causal Path ◽  
Satisfied Users

This paper investigates the quality of services offered to students in an institutional computer centre and measures tangible and intangible aspects of service quality, consumer satisfac tion, and Post–Visit intentions. The effect of service quality on post-visit intentions has been examined in a causal–path framework. The study indicates that service performance gen erally lags behind user's expectations. Im provement in the quality of services increases the level of satisfaction of the user. Tangible aspects of service performance have a stronger direct effect on post–visit intentions than in tangible aspects. Satisfied users intend to revisit the computer centre and advise others to visit it.

Customer’s satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank – An Giang Branch

2020 ◽  
Vol 4 (3) ◽  
pp. First
Author(s):  
Tran Minh Hieu ◽  
Nguyen Duong Ngoc Mai Chi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Test Method ◽  
Quality Of Services ◽  
Factors Affecting ◽  
Factors Influencing ◽  
Alpha Reliability ◽  
Survey Results ◽  
Development Orientation

This study applied SERVQUAL scale of Parasuraman et al to measure factors affecting customer satisfaction on service quality at Vietnam Technological and Commercial Joint Stock Bank - An Giang Branch (Techcombank An Giang). The study was conducted to survey 207 customers who have been using the service at Techcombank An Giang. The survey results were analyzed by the Cronbach's Alpha reliability test method, then used Exploratory factor analysis (EFA) to verify and evaluate the scale of service quality. The results of the regression analysis show that customer's satisfaction about service quality at Techcombank An Giang includes four factors: The factor with the highest level is the Empathy with Beta = 0.253, the second of factor is the Responsibility with Beta = 0.248, ranked third in the influence level is the Tangible with Beta = 0.235, and the lowest impact level is the Reliability with Beta = 0.144. The research also uses statistical methods to describe and test the differences of demographic factors with customer's satisfactionon service quality.The analysis results show that there is no difference between customer's satisfaction on service quality and factors such as gender, age, income, number of transaction banks, regular transaction banks, and time to use the service at Techcombank An Giang. Through the research results, the author would like to propose some ideas to improve the quality of services, thereby attracting new customers and importantly, keeping traditional customers because the development orientation of Techcombank is to take care of old customers to cross sell other products of the bank. The Stud results offer a basis for the branch to identify the factors influencing customer satisfaction on their service quality, thereby having an appropriate strategy to improve customer satisfaction.

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