ANALISIS Gap PENGARUH MUTU PELAYANAN KEFARMASIAN TERHADAP KEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASI RSUD DR. SOEDIRAN MANGUN SUMARSO KABUPATEN WONOGIRI

Permatasari, Marhantina Deva Aria (2018) ANALISIS Gap PENGARUH MUTU PELAYANAN KEFARMASIAN TERHADAP KEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASI RSUD DR. SOEDIRAN MANGUN SUMARSO KABUPATEN WONOGIRI. Skripsi thesis, Universitas Setia Budi.

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Abstract

Pharmacy services are services provided by pharmacists to patients, in performing services often patients already have expectations of services received, expectations for services so that the form of services that are received in real time is often different so as to create a gap (gap). This study aims to determine the level of suitability between the performance of pharmacy staff with the expectations of outpatients in the Pharmacy Installation of RSUD dr. Soediran Mangun Sumarso. The study was conducted using a questionnaire given to 294 respondents with a purposive sampling technique in sampling outpatient care at the RSUD Dr. Soediran Mangun Sumarso. Data from the correlation between physical evidence, responsiveness, reliability, assurance, concern with patient satisfaction were analyzed by simple linear regression, multiple regression analysis, and Gap analysis. The results of research on pharmacy service quality with dimensions of certainty and caring assurance have a partial effect on patient satisfaction, the five dimensions of physical evidence, reliability, responsiveness, assurance and care have a simultaneous effect on patient satisfaction, so there are significant differences between the level of service quality received with the expected service quality. The order of Gap values from the largest to the smallest on the five dimensions of reliability, caring, responsiveness, physical evidence, and assurance of certainty. Keywords: Pharmaceutical services, Patient Satisfaction, Gap Analysis

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Pharmaceutical services, Patient Satisfaction, Gap Analysis
Subjects: R Medicine > RA Public aspects of medicine
Divisions: Fakultas Farmasi > Prodi S1 Farmasi
Depositing User: Tifany Nur Arfiana
Date Deposited: 05 Nov 2019 04:18
Last Modified: 05 Nov 2019 04:18
URI: http://repository.setiabudi.ac.id/id/eprint/3727

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