Hubungan Pelayanan Kefarmasian dengan Kepuasan Konsumen Menggunakan Jasa Apotik di Kota Denpasar

Arimbawa, Eka; Suarjana, Ketut; Wijaya, I Putu Ganda

doi:10.15562/phpma.v2i2.143

Cited by 8 publications

(9 citation statements)

References 1 publication

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“…Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi. Arimbawa (2014), bahwa kecepatan pelayanan berhubungan secara signifikan terhadap kepuasan pasien. Kecepatan pelayanan sendiri adalah target pelayanan yang dapat diselesaikan dengan waktu yang telah ditentukan oleh unit penyelenggara pelayanan dengan tujuan tercapainya kepuasan pasien.…”

Section: Abstrakunclassified

Analisis Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Di Instalasi Farmasi Rumah Sakit Bhayangkara Manado

Kaunang¹,

Citraningtyas²,

Lolo³

2020

PHA

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Patient satisfaction is an important indicator for service quality and has implications for the delivery of services more efficiently in meeting patient needs. A good quality of service will provide patients satisfaction to and it will affect patients to hospital if needed. The purpose of this study was to determine the satisfaction of outpatients with services in the Pharmacy Installation at the Bhayangkara Hospital in Manado. The type and design of the study used is a type of descriptive research with a cross-sectional approach. Patient satisfaction was measured using the SERVQUAL (Service Quality) method. The result of this study, tangible (-0.26), assurance (0-305), empathy (-0.37), responsiveness (-0.69), and the lowest is reliability (-0.86). It can be concluded that the overall satisfaction score is in the negative index, meaning that the patient is not satisfied with the services provided at the Pharmacy Installation. Keywords: Patient Satisfaction, SERVQUAL, Pharmacy Installation, Bhayangkara Hospital Manado.ABSTRAKKepuasan pasien merupakan indikator penting bagi kualitas pelayanan dan memiliki implikasi bagi penyelenggaraan pelayanan lebih efisien dalam memenuhi kebutuhan pasien. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien serta kepuasan pasien akan memengaruhi pasien untuk kembali lagi ke Rumah Sakit tersebut bila membutuhkan. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap pelayanan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Jenis dan rancangan penelitian yang digunakan adalah jenis penelitian deskriptif dengan pendekatan secara cross-sectional. Kepuasan pasien diukur menggunakan metode SERVQUAL (Service Quality). Hasil penelitian ini. secara berturut-turut yaitu reliability (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26) secara berturut-turut yaitu reliability (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26). Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi. Kata kunci : Kepuasan Pasien, SERVQUAL, Instalasi Farmasi, Rumah Sakit Bhayangkara Manado

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Section: Abstrakunclassified

Analisis Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Di Instalasi Farmasi Rumah Sakit Bhayangkara Manado

Kaunang¹,

Citraningtyas²,

Lolo³

2020

PHA

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“…The unavailability of drugs in pharmacies due to poor planning is one of the obstacles faced by pharmacies, which decreases customer satisfaction and loyalty. [14] and [15] stated that the convenience of customers in accessing pharmacy facilities, such as (1) cleanliness of parking areas and waiting rooms, (2) close distance of counters from the waiting room, (3) tidiness of retail storefronts and pharmacy room, and ( 4) operating hour facilities, pharmaceutical services, and mini lab offerings increases customer satisfaction. The conveniences of a closed pharmacist room make patients more flexible in consulting treatment.…”

Section: Resultsmentioning

confidence: 99%

Contemporary Research on Management and Business

Noviaristanti¹

2022

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This year, ISCRBM focused on research related to driving sustainable business through innovation. Business has had to deal with the COVID-19 pandemic, so a new approach towards managing business to survive competition is indispensable. Innovation is the key for all organizations in surviving in the new normal and beyond. The Seminar aimed to provide a forum for leading scholars, academics, researchers, and practitioners in the business and management area to reflect on the issues, challenges and opportunities, and to share the latest innovative research and best practices. This seminar brought together participants to exchange ideas on the future development of management disciplines: human resource, marketing, operation, finance, strategic management and entrepreneurship.

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“…One valuable resource in a pharmacy department is the supply of medicines. The drug availability enable consumers to meet the needs for medicines, therefore, affecting consumer satisfaction (Arimbawa et al, 2014). This study discovered that pharmacy service has a significant effect on positive emotions, satisfaction, and trust.…”

Section: Inner Modelmentioning

confidence: 89%

Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

et al. 2021

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The function of pharmacy services has been expanded becomes patient-centered care. Pharmacy services are an important part of creating provider-patient relationships which are currently a popular indicator of healthcare quality. Customer loyalty reflects a strong and positive relationship between customers and service providers The purpose of this study was to explore the mechanism of pharmacy services, patient emotions, satisfaction and trust in influencing patient loyalty. In addition, determines the mediating role of emotional factors, satisfaction and trust. A cross sectional survey has been conducted in outpatient department. The purposive sampling method were used in this study. A total of 300 respondents from six referral hospitals were interviewed. The partial least square-structural equation modelling (PLS-SEM) approach were performed to data analysis. Pharmacy service has a significant effect on positive emotions, satisfaction and trust. The satisfaction has a positive effect on trust and patient loyalty. Trust has a significant influence on patient loyalty. Positive emotions has a positive effect on patient loyalty. Furthermore, positive emotions, satisfaction and trust have a full mediating role. The satisfaction has a partial mediating effect in the relationship between pharmacy service and trust. Trust has a partial mediating effect in the relationship between satisfaction and patient loyalty. Pharmaceutical services have an indirect effect on patient loyalty. These findings emphasize the importance of the pharmaceutical services contribution in building relationships with patients.

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Hubungan Pelayanan Kefarmasian dengan Kepuasan Konsumen Menggunakan Jasa Apotik di Kota Denpasar

Cited by 8 publications

References 1 publication

Analisis Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Di Instalasi Farmasi Rumah Sakit Bhayangkara Manado

Analisis Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Di Instalasi Farmasi Rumah Sakit Bhayangkara Manado

Contemporary Research on Management and Business

Building Patient Loyalty in Pharmacy Service: A Comprehensive Model

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