Sholihah, Ana Imroatus (2019) Analisis kepuasan pasien rawat jalan terhadap pelayanan kefarmasian di RSU dr. Moedjito Dwidjosiswojo Kabupaten Jombang. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
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Abstract
INDONESIA:
Kesehatan merupakan hak asasi manusia dan merupakan salah satu unsur kesejahteraan yang harus diwujudkan dalam bentuk pemberian berbagai upaya kesehatan. Rumah sakit adalah suatu institusi pelayanan kesehatan yang menyelenggarakan pelayanan kesehatan. Salah satu bentuk penyelenggara upaya kesehatan di rumah sakit yakni pelayanan kefarmasian. Pelayanan kefarmasian selain menjadi tuntutan profesionalisme juga dapat dilihat sebagai faktor untuk mengevaluasi kepuasan pasien. Tujuan penelitian umtuk menganalisa tingkat kepuasan pasien terhadap pelayanan kefarmasian di RSU Dr.Moedjito Dwidjosiswojo Kab. Jombang. Jenis penelitian deskriptif dengan cara observasional.
Peneliti dalam penelitian ini tidak melakukan intervensi atau perlakuan terhadap subjek penelitian tetapi hanya memberikan kuesioner. Metode pengambilan sampel Non-probability sampling dengan teknik accidental sampling sebanyak 100 responden. Dan metode untuk mengetahui kepuasan pasien terhadap pelayanan kefarmasian di RSU Dr. Moedjito Dwijosiswojo Jombang menggunakan metode Importance Performance Analysis (IPA) dan Customer Satisfaction Indeks (CSI). Hasil penelitian didapatkan rata-rata kenyataan 3,87, rata-rata harapan 4,69 dan tingkat kesesuaian sebesar 82,85%. Berdasarkan diagram kartesius terdapat satu item yang berada di kuadran A, Sembilan item di kuadran B, dan tujuh item di kuadran C. sedangkan analisa Customer Satisfaction Index menunjukkan nilai 77,4% yang berarti pasien rawat jalan puas terhadap pelayanan kefarmasian di RSU Dr. Moedjito Dwijosiswojo Jombang.
ENGLISH:
Health is a human right and one element of welfare that must be realized in the form of giving various health efforts. The hospital is a health care institution that organizes health care services. One of the forms of health efforts in hospitals is the Ministry of Pharmacy. The Ministry of Pharmacy in addition to the demands of professionalism can also be seen as a factor to evaluate patient satisfaction.
The aim of research is to analyze the patient satisfaction level of the Ministry of Pharmacy at Dr. Moedjito Dwidjosiswojo General Hospital in Jombang district. Types of descriptive research by means of observational. Researchers in this study did no intervention or treatment of the research subject but only provided questionnaires. Non-Probability sampling method with accidental sampling technique as much as 100 respondents. And the method to know the satisfaction of patients to the Ministry of Pharmacy in General Hospital Dr. Moedjito Dwijosiswojo Jombang Using the method of Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the study were obtained on average the 3.87 reality, average expectations of 4.69 and a conformity rate of 82.85%. According to the Cartesian diagram there is one item in the quadrant, nine items in the B quadrant, and seven items in the C quadrant while the Customer Satisfaction Index analysis shows a value of 77.4% which means the outpatient is satisfied with the service The pharmacy at Dr. Moedjito Dwijosiswojo Jombang General Hospital.
Item Type: | Thesis (Undergraduate) | |||||||||
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Supervisor: | Syahrir, Ach. and Hakim, Abdul | |||||||||
Contributors: |
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Keywords: | kepuasan pasien; pelayanan kefarmasian; importance performance analysis (IPA); customer satisfaction indeks (CSI) patient satisfaction; pharmacy service | |||||||||
Departement: | Fakultas Sains dan Teknologi > Jurusan Farmasi | |||||||||
Depositing User: | Marifa Nisa | |||||||||
Date Deposited: | 10 Apr 2020 20:25 | |||||||||
Last Modified: | 14 Apr 2023 10:33 | |||||||||
URI: | http://etheses.uin-malang.ac.id/id/eprint/16329 |
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