Maemunah, Neni (2017) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa Instalasi Farmasi Di Rsi Unisma. Magister thesis, Universitas Brawijaya.
Abstract
Seiring dengan meningkatnya kesadaran masyarakat dan tuntutan terhadap pelayanan jasa kesehatan yang semakin baik, menyebabkan tuntutan pelayanan kesehatan harus dapat memuaskan setiap pengguna jasa serta penyelenggaraannya sesuai dengan kode etik dan standar pelayanan yang telah ditetapkan. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pengguna jasa instalasi farmasi di RSI Unisma. Penelitian ini merupakan penelitian kuantitatif dengan pendekatan cross sectional. Metode pengambilan sampel menggunakan purposive sampling. Jumlah sampel dalam penelitian ini adalah 100 orang dan pernah menggunakan layanan instalasi farmasi di RSI Unisma. Variabel independen dalam penelitian ini adalah lokasi, sikap petugas, kecepatan pelayanan, KIE (Komunikasi, Informasi, dan Edukasi) obat, ketersediaan obat, harga obat, fasilitas. Instrumen penelitian ini menggunakan kuesioner yang telah diuji validitas dan reliabilitasnya. Penelitian ini menggunakan analisa regresi linear berganda. Hasil penelitian menunjukkan variabel lokasi, sikap petugas, kecepatan pelayanan, KIE, ketersediaan obat, harga obat, dan fasilitas berpengaruh signifikan dan positif terhadap kepuasan pengguna jasa instalasi farmasi RSI Unisma.
English Abstract
Along with the increasing awareness and demands on the health service is getting better, it makes the demand of health care should be able to satisfy every user services as well as its implementation which is agree with t of ethics and service standards have been set. This study aimed to analyze the impact of service quality to satisfaction of serviceusers in the RSI Unisma pharmaceutical installations. This research is quantitative research with using cross sectional approach. The method of sampling uses purposive sampling. The number of samples in this study was 100 people and ever use pharmaceutical installations service in the RSI Unisma. The independent variable is the location, attitude of personnel, speed of service, Communication, Information, and Education of drugs, drug availability, drug prices and facilities. The research instruments used a questionnaire that had been tested for validity and reliability with using multiple linear regression analysis. The results showed a variable location, officer attitude, speed of service, Communication, Information, and Education of drugs, availability of drugs, drug prices, and facilities significant and positive impact on user satisfaction RSI Unisma pharmaceutical installation services
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/615.1/MAE/p/2017/041705668 |
| Uncontrolled Keywords: | HOSPITAL PHARMACY, QUALITY CONTROL, HOSPITAL PHARMACY - QUALITY CONTROL |
| Subjects: | 600 Technology (Applied sciences) > 615 Pharmacology and therapeutics > 615.1 Drugs (materia medica) |
| Divisions: | S2/S3 > Magister Ilmu Biomedis, Fakultas Kedokteran |
| Depositing User: | Nur Cholis |
| Date Deposited: | 27 Jul 2017 04:23 |
| Last Modified: | 26 Oct 2021 07:23 |
| URI: | http://repository.ub.ac.id/id/eprint/704 |
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