Analysis of the Importance Performance Method on the Quality of Outpatient Pharmacy Services at Guntur Hospital, Garut, West Java - Indonesia

Abstract

Guntur Hospital is a hospital that provides health services and also provides pharmaceutical services. According to Minister of Health Regulation Number 72 of 2016 concerning functions and duties, hospitals must be able to provide quality services. This study aims to determine the level of patient satisfaction with the pharmaceutical services of Guntur Hospital using the five main dimensions of SERVQUAL. Then it is analyzed using importance performance analysis (IPA) to find out items that need to be prioritized for improvement by making a Cartesian diagram and providing recommendations for improving service quality. This research was conducted for 3 months by conducting interviews, observations and questionnaires on outpatients at Guntur Hospital. The research method uses quantitative research with a descriptive approach. Researchers used data collection techniques by observation, interviews, distributing questionnaires and documentation. From the results and discussion, it can be concluded that: The level of customer satisfaction with the quality of services provided at the Guntur Hospital outpatient pharmacy installation, in the dimensions of tangibles, reliability, assurance and empathy, patients stated that they were satisfied with the quality of services provided. Meanwhile, in responsiveness, patients stated that they were not satisfied with the quality of services provided. Then the gap in the quality of pharmaceutical services shows a negative gap value, which means that the expectations of patients in the outpatient pharmacy installation as a whole do not match the patient's perception.