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All Journal Majalah Ilmiah MOMENTUM Jurnal Rekayasa Mesin Jurnal Komunikasi IJEBD (International Journal Of Entrepreneurship And Business Development) Journal of Humanities and Social Studies Journal of Science Innovare Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Jurnal Muara Ilmu Ekonomi dan Bisnis Jurnal Manajemen Bisnis dan Kewirausahaan Jurnal Asiimetrik: Jurnal Ilmiah Rekayasa Dan Inovasi Jurnal Visual Journal of Applied Data Sciences Interdisciplinary Social Studies Jurnal Ilmiah Teknik Mesin Poros Mechanical Engineering for Society and Industry Automotive Experiences Journal of Social Research Makara Journal of Technology Ranah Research : Journal of Multidisciplinary Research and Development Journal of Sustainable Development and Regulatory Issues International Journal of Application on Economics and Business Advance Sustainable Science, Engineering and Technology (ASSET)
Agustinus Purna Irawan
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Journal : Jurnal Manajemen Bisnis dan Kewirausahaan

 1 
Analisis perbandingan tingkat kepuasan pasien terhadap layanan kefarmasian di rumah sakit pemerintah dan rumah sakit swasta Latumahina, Fanya Felicia Nadin; Irawan, Agustinus Purna
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 4 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i4.34659

Abstract

Improving the provision of health services in the form of pharmaceutical services in a hospital must be improved to meet patient satisfaction. Currently, there are many patient complaints about pharmaceutical services, such as empty drugs and poor quality. This study involved 200 people as respondents and had the opportunity to fill out a questionnaire with an experimental descriptive design using a questionnaire that included 10 questions representing 5 dimensions: empathy, reliability, facilities, confidence, and responsiveness. The level of patient satisfaction with pharmaceutical services in Private Hospitals is higher than in Government Hospitals. This can be seen in the results of the Man Whitney test where the Asymp Sig (2-tailed) <0.05. So the results of this study obtained a significant difference between Government Hospitals and Private Hospitals where patient satisfaction in Private Hospitals is higher than in Government Hospitals. Peningkatan penyediaan layanan kesehatan berupa layanan kefarmasian pada sebuah Rumah Sakit harus ditingkatkan untuk memenuhi kepuasan pasiennya. Saat ini banyak terdapat keluhan pasien terhadap layanan kefarmasian, seperti obat kosong dan kualitasnya kurang. Pada penelitian ini melibatkan 200 orang menjadi responden dan berkesempatan untuk mengisi kuesioner dengan desain deskriptif eksperimental dengan menggunakan kuesioner yang mencakup 10 pertanyaan mewakili 5 dimensi: empati, keandalan, fasilitas, keyakinan, dan daya tanggap. Tingkat kepuasan pasien terhadap pelayanan kefarmasian Rumah Sakit Swasta lebih tinggi daripada di Rumah Sakit Pemerintah. Hal tersebut dapat dilihat pada hasil uji man whitney yang dimana hasil Asymp Sig (2 – tailed) < 0,05. Sehingga hasil penelitian ini didapatkan perbedaan yang signifikan antara Rumah Sakit Pemerintah dan Rumah Sakit Swasta yang dimana kepuasan pasien pada Rumah Sakit Swasta lebih tinggi dari Rumah Sakit Pemerintah.
Komparasi dimensi ServQual dalam penilaian kualitas layanan rumah sakit swasta dan pemerintah di Semarang Jauhary, Minerva Cessilia Nafileita; Irawan, Agustinus Purna
Jurnal Manajemen Bisnis dan Kewirausahaan Vol 9 No 5 (2025): Jurnal Manajemen Bisnis dan Kewirausahaan
Publisher : Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmbk.v9i5.35329

Abstract

Service quality in the healthcare sector is often considered more complex than in other service industries due to the higher risks involved. In this context, service quality becomes a strategic factor that can offer a competitive advantage for healthcare institutions. As such, examining service quality in both public and private hospitals is crucial to understanding potential differences in patient perceptions. This study aims to: (1) assess the quality of healthcare services provided by public and private hospitals; and (2) determine whether significant differences exist in service quality perceptions between these two types of hospitals. The research employed a cross-sectional design using data collected from selected hospitals in Semarang, representing both public and private sectors. A quantitative approach was utilized to develop the instruments, collect data, and perform the analysis. The sample consisted of 200 inpatients selected through incidental sampling, with service quality measured using the five dimensions of the SERVQUAL model: tangibility, reliability, responsiveness, assurance, and empathy. Data were analyzed using Excel 2003 and IBM SPSS Statistics 26. Findings reveal that: (1) the majority of respondents expressed agreement or strong agreement with statements reflecting the five SERVQUAL dimensions for both public and private hospitals; and (2) there was no statistically significant difference in perceived service quality between the two types of hospitals. It can be concluded that patients perceive the service quality in public and private hospitals to be equally satisfactory. Kualitas layanan dalam sektor kesehatan kerap dipandang lebih menantang dibandingkan sektor layanan lainnya karena menyangkut risiko yang tinggi. Dalam konteks ini, mutu pelayanan menjadi elemen strategis yang mampu menciptakan keunggulan kompetitif bagi fasilitas kesehatan. Oleh karena itu, studi mengenai kualitas layanan, baik di rumah sakit milik pemerintah maupun swasta, menjadi relevan untuk mengetahui sejauh mana perbedaan persepsi masyarakat terhadap keduanya. Penelitian ini bertujuan untuk: (1) mengevaluasi kualitas pelayanan di rumah sakit pemerintah dan swasta; serta (2) mengidentifikasi apakah terdapat perbedaan persepsi kualitas layanan antara kedua jenis rumah sakit tersebut. Data dikumpulkan melalui pendekatan cross-sectional dari sejumlah rumah sakit di Kota Semarang yang mewakili sektor publik dan swasta. Pendekatan kuantitatif digunakan untuk merancang instrumen, mengumpulkan data, dan menganalisis hasil. Sampel penelitian terdiri dari 200 pasien rawat inap yang dipilih secara insidental, dengan pengukuran berdasarkan lima dimensi model SERVQUAL: bukti fisik, keandalan, daya tanggap, jaminan, dan empati. Analisis dilakukan menggunakan Excel 2003 dan IBM SPSS Statistics 26. Hasil menunjukkan bahwa sebagian besar responden memberikan penilaian positif terhadap lima dimensi pelayanan, baik pada rumah sakit pemerintah maupun swasta. Selain itu, tidak ditemukan perbedaan signifikan dalam persepsi terhadap kualitas pelayanan antara kedua jenis rumah sakit tersebut. Dengan demikian, dapat disimpulkan bahwa kualitas pelayanan di rumah sakit swasta dan pemerintah dinilai sama baik oleh pasien.
Co-Authors Agus Halim, Agus Ahmad Athoillah Aldias Bahatmaka Alrasyid, Mochamad Dzaki Alvin Soesilo Anggarina, Paula Tjatoerwidya Aripin, Muhammad Bustanul Belda, Madeline Cionita, Tezara Clementinus Benny Agung Pambayu Danardono Agus Sumarsono Danendra, Albertus Raditya Debataraja, Semangat Marudut Tua Devotyasto, Mario Dimyati, Saeful Dwinita Laksmidewi, Dwinita Eddy Supriyatna Marizar Edi Purwanto Eko Reinaldo Eryuniyanti, Eryuniyanti Esanov Azamat Esirgapovich Etanto Heiliano Wijayanto Fitriyana, Deni Fajar Frans Jusuf Daywin Fransisca I. R. Dewi Fransisca Iriani Roesmala Dewi Guteres, Natalino Fonseca Da Silva Handoko, Lukas Haris Maupa Hasan Tjahaya I Wayan Sukania Ichsan, Christopher Adryan Imran, Al Ichlas Ismail, Nur Hidayah Jamiluddin, Jamiluddin Jauhary, Minerva Cessilia Nafileita Junianto, Pilifus Kalatharan, Sujentheran Nair Kistiawan, Tony Kriswanto Kriswanto, Kriswanto Latumahina, Fanya Felicia Nadin Lim, Andriew Lin, Linda Lin-Chin Lithrone Laricha Salomon M. Agung Wibowo, M. Manalu, Janviter Masdar Helmi Meirobie, Isyak Mohd Ruzaimi Mat Rejab Mubangaol, Boris Karlop Muchtar, Billy Muhammad Khafidh Mutiara, Maitri Widya Napoleon, Emanoelle Noviyanto Noviyanto, Noviyanto Panie, William Dae Pranoto, Wati A. Prasetyo, Ares Yudi Puspitasari, Windy Desti Putera, Finny Pratama Putri, Dhita Widya Rahim Awang, Abd Rifky Ismail Rochimat, Dedy Rozanna Dewi Rudy Rudy Sadat, Andi Muhammad Samoedro, Erlang Samsudin Anis Santoso, Aloysius Budi Setyanto, Yugih Silva, Mateus De Sousa Da Siregar, Januar Parlaungan Sitinjak, Manuntun Suhartanto, Eko Supriyatna-Mz, Eddy Tezara Cionita Thomas Junaedi Tolukun, Bright Levin Tresna P. Soemardi Umran, M. Fankar Utama, Didi Widya Wang, Yan-Ting Waruwu, Aazokhi Waworuntu, Jason Widjajalaksmi Kusumaningsih, Widjajalaksmi Wiradisuria, Irisha Kirana Wisnu Prayogo Yang, Ghung-Hsin Yotenka, Rahmadi Yuris Setyoadi