KEPUASAN PASIEN JKN TERHADAP KINERJA PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RSUD Dr. R. SOEDJATI SOEMODIARJO PURWODADI TAHUN 2019 MENGGUNAKAN METODE SERVQUAL

Lestari, Ayu Setio (2019) KEPUASAN PASIEN JKN TERHADAP KINERJA PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RSUD Dr. R. SOEDJATI SOEMODIARJO PURWODADI TAHUN 2019 MENGGUNAKAN METODE SERVQUAL. Skripsi thesis, Universitas Setia Budi.

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Abstract

Pharmacy services in hospitals are the most important thing and cannot be separated from the hospital service system. Pharmacy services are not only given to general patients but also to patients who use health insurance services (JKN). Performance assessment of pharmacy services includes 5 dimensions that is tangible, reliability, responsiveness, assurance, empathy. The purpose of this study is to determine customer satisfaction with the 5 dimensions of satisfaction This research is non experimental with descriptive design. This research was conducted by giving questionnaires to JKN patients according to the inclusion criteria. Data is analyzed by calculating the percentage of satisfaction and the average score obtained. The results showed from 324 respondents who answered the questionnaire, the average score of satisfaction on the tangible dimension was 3.03 (75.83%) with the satisfied category, the average satisfaction score reliability dimension is 3.0 (74.95%) with a satisfied category, the average satisfaction score on the responsiveness dimension is 3.08 (77.00%) with a satisfied category, the average satisfaction score on the assurance dimension is 3.19 (79.69%) with satisfied and the average satisfaction score on the empathy dimension is 3.18 (79.38%) with the satisfied category. Keywords: satisfaction, pharmaceutical service, servqual

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: satisfaction, pharmaceutical service, servqual
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S1 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 01 Nov 2019 03:46
Last Modified: 01 Nov 2019 03:46
URI: http://repository.setiabudi.ac.id/id/eprint/3567

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