Choiriyah, Kostin (2022) PENGARUH KUALITAS PELAYANAN KEFARMASIAN RUJUK BALIK TERHADAP KEPUASAN PASIEN RAWAT JALAN DI RUMAH SAKIT HERMINA TANGKUBANPRAHU MALANG. Diploma Tiga (D3) thesis, ITSK RS dr. Soepraoen.
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Abstract
RS Hermina Tangkubanprahu merupakan salah satu rumah sakit di Malang yang masih mengalami permasalahan dengan kualitas pelayanan kesehatan. Masih banyak keluhan dari masyarakat yang menyatakan kualitas pelayanan di RS Hermina Tangkubanprahu masih belum memenuhi harapan. Penelitian ini merupakan penelitian Cross sectional untuk menganalis pengaruh kualitas pelayanan kesehatan terhadap kepuasan pasien rawat jalan PRB RS Hermina Tangkubanprahu Malang. Populasi dalam penelitian ini adalah pasien rawat Jalan PRB di RS Hermina Tangkubanprahu Malang pada bulan Desember 2021 sampai Januari 2022. Sampel berjumlah 46 orang diambil secara sistematic random. Data dianalisis menggunakan Pearson correlation untuk mengetahui apakah ada pengaruh diantara kualitas layanan dan kepuasan pasien. Hasil analisis Pearson Correlation menunjukkan bahwa semua variabel kualitas pelayanan kesehatan (Kehandalan, Daya Tanggap, Jaminan, Keramahan dan Bukti fisik) berpengaruh signifikan terhadap kepuasan pasien. Variabel yang paling dominan berpengaruh terhadap kepuasan pasien adalah variabel Jaminan. maka disarankan kepada seluruh petugas kefarmasian di Poli BPJS RS. Hermina Tangkubanprahu untuk lebih memperhatikan ketersedian obat serta ketepatan dosis obat dan pasien, sehingga pasien dapat merasa terjamin dengan obat yang diberikan. ABSTRACT Hermina Tangkubanprahu Hospital is one of the hospitals in Malang which is still experiencing problems with the quality of health services. There are still many complaints from the public stating that the quality of service at the Hermina Tangkubanprahu Hospital still does not meet expectations. This study is a cross-sectional study to analyze the effect of health service quality on outpatient satisfaction at Hermina Tangkubanprahu Hospital, Malang. The population in this study were outpatients at Hermina Tangkubanprahu Hospital in Malang from December 2021 to January 2022. A sample of 46 people was taken systematically at random. Data analysis used Pearson correlation to find out whether there is a relationship between service quality and patient satisfaction. xviii The results of the Pearson Correlation analysis show that all health service quality variables (Reliability, Responsiveness, Assurance, Hospitality, and Physical Evidence) have a significant effect on patient satisfaction. The most dominant variable affecting patient satisfaction is the Guarantee variable. it is recommended to the pharmacy officer at the BPJS Hospital. Hermina Tangkubanprahu to pay more attention to the availability of drugs and the accuracy of drug doses and patients, so that patients can feel safe with the drugs given.
| Item Type: | Thesis ( Diploma Tiga (D3)) | ||||||||||||
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| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasan Pasien; Quality of Service, Patients | ||||||||||||
| Divisions: | Pharmacy Study Program | ||||||||||||
| Depositing User: | Yacobus Sudaryono | ||||||||||||
| Date Deposited: | 07 Oct 2022 02:28 | ||||||||||||
| Last Modified: | 23 Aug 2023 05:46 | ||||||||||||
| URI: | http://repository.itsk-soepraoen.ac.id/id/eprint/723 |
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