Nur, Crisnawati Aishiah (2020) ANALISIS PERBEDAAN TINGKAT KEPUASAN PASIEN RAWAT JALAN BPJS DAN UMUM TERHADAP PELAYANAN INSTALASI FARMASI DI RUMAH SAKIT UMUM ISLAM KLATEN TAHUN 2020. Skripsi thesis, Universitas Setia Budi.
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Abstract
Satisfaction of general patients and BPJS patients is one of references in determining the success of pharmacy installation service programs in hospitals. Initial research states that there are differences in the quality of service received by BPJS patients and general patients. The purpose of this study was to determine whether or not there were differences in the level of satisfaction and differences in the quality of services in BPJS outpatients and in general in terms of the 5 dimensions of service quality. This research method is a non-experimental research. This research was conducted by giving questionnaires containing 5 dimension to BPJS outpatients as many as 263 people and general as many as 259 people with inclusion criteria. In February 2020 - March 2020 at the Pharmacy Installation of the Klaten Islamic General Hospital. Analysis of differences in the level of satisfaction and service quality using GAP 5 and the Mann-Whitney test. xvi The results showed no difference in BPJS and general patient satisfaction levels with a significance value of the Mann-Whitney test of 0.117. In the service quality of the results of GAP 5 on the reliability dimension of BPJS patients and general the same value with high value is -0.3, the responsiveness dimension of BPJS patients and general the same value is obtained with a low value of -1.3, tangible dimensions of BPJS patients and general the same value is obtained -0.7, empathy dimensions of BPJS patients are -0.5 and general patients are -0.4, assurance dimensions of BPJS patients are -0.5 and general patients are -0.3, then there are differences in quality services provided by BPJS outpatients and general patients. Keywords :Degree of satisfaction of outpatient pharmacy, Pharmacy Installation, Satisfaction, Hope.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Degree of satisfaction of outpatient pharmacy, Pharmacy Installation, Satisfaction, Hope. |
| Subjects: | R Medicine > R Medicine (General) |
| Divisions: | Fakultas Farmasi > Prodi S1 Farmasi |
| Depositing User: | Tifany Nur Arfiana |
| Date Deposited: | 09 Jun 2022 03:28 |
| Last Modified: | 09 Jun 2022 03:28 |
| URI: | http://repo.setiabudi.ac.id/id/eprint/4781 |
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