LITERATURE REVIEW TINGKAT KEPUASAN PASIEN TERHADAP KINERJA PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RUMAH SAKIT

Hasanah, Siti (2020) LITERATURE REVIEW TINGKAT KEPUASAN PASIEN TERHADAP KINERJA PELAYANAN KEFARMASIAN DI INSTALASI FARMASI RAWAT JALAN RUMAH SAKIT. Skripsi thesis, Universitas Setia Budi.

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Abstract

Patient satisfaction is a reflection of the quality of health services received by patients. The quality of health services refers to the level of perfection of health services in generating satisfaction in each patient. The more perfect the satisfaction, the better the quality of health services. This study aims to determine the effect of the quality of pharmaceutical services in terms of dimensions of physical appearance, reliability, responsiveness, assurance and empathy on outpatient satisfaction in the hospital. This research methode uses literature review, namely literature study / library research conducted by searching the literature. There were 16 literatures that met the inclusion criteria, namely international journals and national journals. Sources of data used are international journals from publishers such as Google Scholar and national journals published between 2010 and 2020. The results of the calculation of the average value of the five dimensions obtained the percentage, Responsiveness 52.85%, Reliability 63.33%, Assurance 55.74%, Tangible 57.06% and Empathy 53.78%. It was concluded that most patients were satisfied with the services provided, the average value of the five dimensions, namely 2.8, where in the classification table the patient's perception was classified as quite satisfied. ____________________________________________________________ Keywords: Hospital, satisfaction, pharmaceutical services, outpatients

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Hospital, satisfaction, pharmaceutical services, outpatients
Subjects:	R Medicine > R Medicine (General)
Divisions:	Fakultas Farmasi > Prodi S1 Farmasi
Depositing User:	Tifany Nur Arfiana
Date Deposited:	16 Jun 2022 07:20
Last Modified:	16 Jun 2022 07:20
URI:	http://repo.setiabudi.ac.id/id/eprint/4879

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