PROSIDING INTERNASIONAL KEPERAWATAN Proceedings of the International Conference on Nursing and Health Sciences, Volume 4 No 1
ANALYSIS OF PATIENT SATISFACTION ON THE QUALITY OF PHARMACEUTICAL SERVICE AT THE PHARMACEUTICAL INSTALLATION
Dublin Core
Title
PROSIDING INTERNASIONAL KEPERAWATAN Proceedings of the International Conference on Nursing and Health Sciences, Volume 4 No 1
ANALYSIS OF PATIENT SATISFACTION ON THE QUALITY OF PHARMACEUTICAL SERVICE AT THE PHARMACEUTICAL INSTALLATION
ANALYSIS OF PATIENT SATISFACTION ON THE QUALITY OF PHARMACEUTICAL SERVICE AT THE PHARMACEUTICAL INSTALLATION
Subject
csi; gap; pharmaceutical installation; the level of satisfaction
Description
Consumer satisfaction with services can be measured by making comparisons between what is expected by
consumers on the desired quality of a service based on the reality received or felt by consumers.
Pharmaceutical services are supporting services and, at the same time, one of the main centers, providing
more than 90% of health services in hospitals. Objective: The purpose of this study was to describe the level
of patient satisfaction and expectations and to determine the overall level of visitor satisfaction with the
services of the Muhammadiyah Hospital Pharmacy Installation Siti Khodijah Gurah Kediri. Method: This
type of research is a quantitative descriptive study conducted on a set of objects with the aim of knowing
the level of patient satisfaction and expectations of the services of the Muhammadiyah Siti Khodijah Gurah
Hospital Pharmacy Installation, Kediri. The analysis of the collected data is then made in the form of
tabulations and analyzed using the percentage formula. Analysis of satisfaction level scores in this study
used the Likert scale answer format, which allows patients to answer at various levels (1-4) where each
answer is given a weighted value with the following conditions: score 4 if the answer is "very satisfied",
score 3 if the answer is "satisfied", score 2 if the answer is "not satisfied", and score 1 if the answer is "very
dissatisfied". Results: The results of measuring the level of outpatient satisfaction with service quality at the
Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital use five dimensions of servqual (service
quality) assessment, among others, reliability, responsiveness, assurance, empathy, and tangibles (physical
facilities), resulting in a negative gap value in each dimension, which means that the quality of service
provided by the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital has not met patient
expectations. The results of the Customer Satisfaction Index average for each dimension, namely 74.89%,
are included in the satisfied category. Conclusions: The results of measuring the level of satisfaction of
outpatients with the quality of service at the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital
using five assessment dimensions produce a negative gap value in each dimension, which means that the
quality of service provided is not in accordance with patient expectations and, based on the Customer
Satisfaction Index method, is included in the satisfied category.
consumers on the desired quality of a service based on the reality received or felt by consumers.
Pharmaceutical services are supporting services and, at the same time, one of the main centers, providing
more than 90% of health services in hospitals. Objective: The purpose of this study was to describe the level
of patient satisfaction and expectations and to determine the overall level of visitor satisfaction with the
services of the Muhammadiyah Hospital Pharmacy Installation Siti Khodijah Gurah Kediri. Method: This
type of research is a quantitative descriptive study conducted on a set of objects with the aim of knowing
the level of patient satisfaction and expectations of the services of the Muhammadiyah Siti Khodijah Gurah
Hospital Pharmacy Installation, Kediri. The analysis of the collected data is then made in the form of
tabulations and analyzed using the percentage formula. Analysis of satisfaction level scores in this study
used the Likert scale answer format, which allows patients to answer at various levels (1-4) where each
answer is given a weighted value with the following conditions: score 4 if the answer is "very satisfied",
score 3 if the answer is "satisfied", score 2 if the answer is "not satisfied", and score 1 if the answer is "very
dissatisfied". Results: The results of measuring the level of outpatient satisfaction with service quality at the
Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital use five dimensions of servqual (service
quality) assessment, among others, reliability, responsiveness, assurance, empathy, and tangibles (physical
facilities), resulting in a negative gap value in each dimension, which means that the quality of service
provided by the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital has not met patient
expectations. The results of the Customer Satisfaction Index average for each dimension, namely 74.89%,
are included in the satisfied category. Conclusions: The results of measuring the level of satisfaction of
outpatients with the quality of service at the Pharmacy Installation at Siti Khodijah Gurah Kediri Hospital
using five assessment dimensions produce a negative gap value in each dimension, which means that the
quality of service provided is not in accordance with patient expectations and, based on the Customer
Satisfaction Index method, is included in the satisfied category.
Creator
Kharisma Jayak Pratama, Isna Nur Khasanah, Dewi Weni Sari, Nabilah Hanim Mohd Sabri
Source
http://jurnal.globalhealthsciencegroup.com/index.php/PICNHS
Publisher
Global Health Science Group
Date
January - June 2023
Contributor
PERI IRAWAN
Format
PDF
Language
ENGLISH
Type
TEXT
Files
Citation
Kharisma Jayak Pratama, Isna Nur Khasanah, Dewi Weni Sari, Nabilah Hanim Mohd Sabri, “PROSIDING INTERNASIONAL KEPERAWATAN Proceedings of the International Conference on Nursing and Health Sciences, Volume 4 No 1
ANALYSIS OF PATIENT SATISFACTION ON THE QUALITY OF PHARMACEUTICAL SERVICE AT THE PHARMACEUTICAL INSTALLATION,” Repository Horizon University Indonesia, accessed February 3, 2025, https://repository.horizon.ac.id/items/show/2799.
ANALYSIS OF PATIENT SATISFACTION ON THE QUALITY OF PHARMACEUTICAL SERVICE AT THE PHARMACEUTICAL INSTALLATION,” Repository Horizon University Indonesia, accessed February 3, 2025, https://repository.horizon.ac.id/items/show/2799.