ANALISIS KESENJANGAN ANTARA HARAPAN DAN KENYATAAN KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RSUD DR. MOEWARDI 2023

Herawati, Septriana Putri Ayu (2024) ANALISIS KESENJANGAN ANTARA HARAPAN DAN KENYATAAN KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RSUD DR. MOEWARDI 2023. Skripsi thesis, Universitas Setia Budi.

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Abstract

SEPTRIANA PUUTRI AYU HERAWATI., 2023, ANALYSIS OF THE LEVEL OF THE GAP BETWEEN EXPECTATIONS AND REALITY TO DESCRIBE PATIENT SATISFACTION WITH PHARMACY SERVICES IN THE OUTPATIENT PHARMACY INSTALLATION OF DR. MOEWARDI 2023, SETIA BUDI UNIVERSITY, SURAKARTA, Supervised by Ika Purwidyaningrum and Partana Boedirahardja. The Pharmacy Installation is one of the health service terminals, a route for pharmaceutical preparations, medical devices and consumable medical materials that is in direct contact with the public. Quality pharmaceutical installation services are health services that can satisfy every service user according to the level of patient or consumer satisfaction, and are implemented in accordance with the established code of ethics and service standards. The aim of this research is to analyze the level of patient satisfaction with the quality of pharmaceutical services in the installation. outpatient pharmacy at Dr. Moewardi Hospital, Surakarta. This research uses a cross-sectional study method and sampling uses a purposive sampling technique. The indicators for the level of reality and expectations taken are tangible, empathy, reliability, responsiveness and assurance, data obtained using mean analysis and displayed in the form of a quadrant diagram. The results of the analysis of the data that have been collected state that the difference between the gap and expectations is not too far, this shows that what the patient expects is largely in line with reality, giving rise to a feeling of satisfaction. At the level of service satisfaction, the tangible dimension has an average gap value of (- 0.06245) satisfied, the reliability dimension has an average gap value of (0.031675) very satisfied, the responsiveness dimension has an average gap value of (0 .043525) very satisfied, the Assurance dimension has an average gap value of (0.113925) very satisfied, the empathy dimension has an average gap value of (0.007125) very satisfied.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	harapan,expectations, reality, gaps, patient satisfaction kenyataan, kesenjangan, kepuasan pasien
Subjects:	R Medicine > RS Pharmacy and materia medica
Divisions:	Fakultas Farmasi > Prodi S1 Farmasi
Depositing User:	USB
Date Deposited:	26 Jun 2024 08:25
Last Modified:	26 Jun 2024 08:25
URI:	http://repo.setiabudi.ac.id/id/eprint/6287

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