GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN PADA PASIEN RAWAT JALAN DI UPTD PUSKESMAS MENGWI 1 TAHUN 2021

Abstract

Abstract

                This study used is an observational method with cross-sectional approach. The sample was collected using purposive sampling technique and using a questionnaire that has been tested for validity and reliability. Research data are presented in the form of percentages and diagrams to describe the distribution and frequency of respondents' characteristics, where research results are presented in tabular form. The results of the questionnaire research were sought whether there was a gap between patient perceptions and expectations of pharmaceutical services at the UPTD Puskesmas Mengwi 1 based on technique ServQual Model. Based on the results of the research that has been carried out, it can be concluded that the level of patient perception and expectation of pharmaceutical services at UPTS Puskesmas Mengwi 1 is the average perception of the patient (respondents) which is 3.40 with a high classification and the average expectation of patients (respondents) is 3, 45 with a very high classification. Based on thetechnique ServQual modelused, there is a gap between the perception and expectation of the patient (respondent) of -0.05 for pharmaceutical services at the UPTD Puskesmas Mengwi 1.

Keywords: Outpatient, Satisfaction, Pharmaceutical Service, Public Health Center

Abstrak

Penelitian yang digunakan menggunakan metode observasional dengan pendekatan cross-sectional. Pengambilan sampel dilakukan dengan teknik purposive sampling dan menggunakan kuesioner yang telah teruji validitas dan reliabilitasnya. Data penelitian disajikan dalam bentuk persentase dan diagram untuk menggambarkan sebaran dan frekuensi karakteristik responden, dimana hasil penelitian disajikan dalam bentuk tabel. Hasil penelitian kuesioner dicari apakah terdapat kesenjangan antara persepsi dan harapan pasien terhadap pelayanan kefarmasian di UPTD Puskesmas Mengwi 1 berdasarkan teknik ServQual Model. Berdasarkan hasil penelitian yang telah dilakukan dapat disimpulkan bahwa tingkat persepsi dan harapan pasien terhadap pelayanan kefarmasian di UPTS Puskesmas Mengwi 1 rata-rata persepsi pasien (responden) yaitu sebesar 3,40 dengan klasifikasi tinggi. dan rata-rata ekspektasi pasien (responden) sebesar 3,45 dengan klasifikasi sangat tinggi. Berdasarkan teknik model ServQual yang digunakan, terdapat gap antara persepsi dan harapan pasien (responden) sebesar -0,05 terhadap pelayanan kefarmasian di UPTD Puskesmas Mengwi 1.