Abstract
This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. The study population was all visitors or patients who visited to get treatment at a pharmacy pharmacy installation. The sampling technique of this study was to use the accidental sampling method with a total sample of 100 people.The data used is primary data. The data analysis technique uses the Importance Performance Analysis method using Microsoft Excel software. The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors , material, method, and environment.Keywords: Service Quality, Importance Performance Analysis, customer satisfaction, fishbone
Highlights
Abstract:This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram
The results showed that: (1) There are 1 service attribute that have a positive gap that is able to meet customer satisfaction (2) There are 3 service attributes that are the top priority for immediate improvement (3) Factors to improve the quality of pharmaceutical services caused by human factors, material, method, and environment
Sakit Islam Sutan Agung Semarang Dilihat Dari Dimensi Kualitas Pelayanan
Summary
Abstract:This study aims to analyze and find out: (1) The service quality of pharmaceutical installations provided by RSI Siti Rahmah Padang is in accordance with patient expectations using the Importance Performance Analysis method (2) Service attributes that need to be prioritized to improve the quality of pharmacy installation services to patients in Siti Rahmah Padang Hospital using the Cartesian diagram. Menurut Permenkes Nomor 30 Tahun 2014 tentang Standar Pelayanan Kefarmasian di Rumah Sakit, salah satu evaluasi yang dilakukan adalah evaluasi pelayanan farmasi klinik. Kepuasan pasien sangat penting dan perlu dilakukan bersamaan dengan pengukuran dimensi mutu pelayanan kesehatan yang lain. Rumah Sakit Islam Siti Rahmah Padang merupakan salah satu rumah sakit swasta yang melaksanakan pelayanan kesehatan secara menyeluruh dan paripurna serta merupakan rumah sakit swasta dengan peralatan medis terlengkap di wilayah Sumatera Barat. Rumah Sakit Islam Siti Rahmah Padang berupaya untuk menyediakan fasilitas dan pelayanan prima sesuai dengan yang diharapkan masyarakat tersebut. Hal ini perlu dilakukan agar mampu bersaing dengan rumah sakit lain dalam pelayanan kesehatan yang diberikan. Berdasarkan kondisi pelayanan kefarmasian yang diperoleh, maka perlu dilakukan penelitian untuk menganalisa mutu pelayanan farmasi berdasarkan persepsi pasien di Rumah Sakit Islam Siti Rahmah Padang, yang nantinya menjadi masukan untuk meningkatkan kualitas kinerja pelayanan farmasi lainnya. Mengukur Kepuasan Pasien Rumah Sakit Islam Siti Rahmah Padang Atas Kualitas Pelayanan Instalasi
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