Analisa Kepuasan Pasien Rawat Jalan Terhadap Kualitas Pelayanan Di Instalasi Farmasi Rumah Sakit Islam Ibnu Sina Pekanbaru

Fina Aryani
Husnawati Husnawati
Septi Muharni
utia Liasari
Richa Afrianti

PHARMACY: Jurnal Farmasi Indonesia (Pharmaceutical Journal of Indonesia)
Jurnal Pharmacy, Vol. 12 No. 01 Juli 2015

ABSTRAK Penelitian tentang Analisa Kepuasan Pasien Rawat Jalan terhadap Kualitas Pelayanan di Instalasi Farmasi Rumah Sakit (IFRS) Islam Ibnu Sina Pekanbaru bertujuan untuk menganalisa tingkat kepuasan pasien rawat jalan di IFRS Islam Ibnu Sina Pekanbaru berdasarkan lima (5) dimensi kualitas pelayanan yakni tangible, responsiveness, reability, assurance, dan emphaty. Penelitian ini merupakan penelitian observasional dengan rancangan deskriptif. Pengambilan data dilakukan secara cross sectional menggunakan kuesioner berdasarkan nilai gap yaitu selisih antara nilai kinerja dan harapan. Sampel dalam penelitian ini sebanyak 120 orang responden yang memenuhi kriteria inklusi. Hasil penelitian didapatkan nilai gap terbesar pada aspek reliability yakni -0,85, assurance yakni -0,73, emphaty yakni -0,67, tangible yakni -0,59 dan aspek responsiveness -0,54. Hal ini menunjukkan bahwa pasien rawat jalan di IFRS Islam Ibnu Sina Pekanbaru belum merasa puas terhadap pelayanan yang diberikan. Kata kunci: analisa kepuasan, kualitas pelayanan, RS Islam Ibnu Sina Pekanbaru. ABSTRACT Research on Customers Satisfaction Analysis of Pharmaceutical Service Quality in IFRS Ibnu Sina Pekanbaru aims to analyze the level of customers satisfaction of outpatients in IFRS Islam Ibnu Sina Pekanbaru based on five (5) dimensions of service quality that is tangible, responsiveness, reability, assurance, and empathy. This research is observasional with descriptive design. Data collection was performed by cross sectional questionnaire based on the value gap is the difference between performance and expectations. The sample in this study were 120 respondents who met the inclusion criteria. The result showed the largest gap value on the reliability aspect of -0.85, -0.73 ie assurance, empathy ie, -0.67, -0.59 and the tangible aspects of responsiveness -0.54. This suggests that outpatient at Ibn Sina Pekanbaru Islamic IFRS has not been satisfied with the services provided. Key words: satisfaction analysis, service quality, RS Islam Ibnu Sina Pekanbaru