Insani, Septa Dwi (2017) Pengaruh Mutu Pelayanan Kefarmasian Rawat Jalan Terhadap Loyalitas Melalui Kepuasan Pasien Rsu Karsa Husada Batu. Magister thesis, Universitas Brawijaya.
Abstract
ABSTRAK Instalasi farmasi (IF) memegang peranan penting di rumah sakit dimana 80% kunjungan pasien mendapatkan resep obat. Pada pelayanan kefarmasian didapatkan perbedaan antara pencapaian SPM dengan waktu tunggu pelayanan obat. Setelah diberikan intervensi terdapat penurunan waktu tunggu obat. Penurunan waktu tunggu tersebut berhubungan dengan kepuasan pasien. Kepuasan pelayanan kefarmasian di RSU Karsa Husada Batu 68,50%, sehingga pasien yang merasa puas berminat melakukan kunjungan ulang. Tujuan penelitian ini mengetahui apakah mutu pelayanan kefarmasian berpengaruh terhadap loyalitas pasien melalui kepuasan pasien. Jenis penelitian ini kuantitatif dengan analitik observasional menggunakan pendekatan cross sectional. Populasi dari penelitian ini adalah seluruh pasien umum rawat jalan yang sudah pernah periksa sebelumnya dan menerima pelayanan di IFRJ sejumlah 1143 pasien, sampel penelitian ini 89 pasien umum. Analisa data menggunakan PLS dengan program SMART PLS. Hasil penelitian menunjukkan bahwa mutu pelayanan kefarmasian berpengaruh positif dan signifikan terhadap kepuasan pasien sedangkan mutu pelayanan kefarmasian terhadap loyalitas pasien, kepuasan pasien terhadap loyalitas pasien dan mutu pelayanan kefarmasian terhadap loyalitas pasien melalui kepuasan pasien berpengaruh positif namun tidak signifikan di instalasi farmasi rawat jalan RSU Karsa Husada.
English Abstract
Pharmacy Department an important role in the hospital service because almost 80% of patient will have medical prescription. However, the pharmacy department in this hospital has a different between the standard which have been set by the Government and the implementation of pharmacy service. Furthermore, after the intervention applied, it showed the decreased number of waiting time for medicine and also this decline has influence the patient satisfaction. In Karsa Husada general hospital the percentage of patient satisfaction is about 68.50% and the patients who satisfy with the service said that they will be visit the hospital again. The purpose of this research is to find out whether the quality improvement of outpatients pharmacy service influence the patient loyalty through patient satisfaction. The method of this research was quantitative research with observational analytical study and used the cross sectional as the approach. The population of this research is about 1.143 patients who have been received outpatient pharmacy service, meanwhile the sample is about 89 patients who are not using insurance. The data analyzed using PLS which using SMART PLS program. Based on the result, it showed that the quality improvement of pharmacy service has positive effect and also significant towards patient satisfaction. However, the result showed that the quality improvement of pharmacy service and patient satisfaction has positive effect but not significant towards patient loyalty, then it also showed that the quality improvement of pharmacy service has positive effects but not significant towards patient loyalty through patient satisfaction in Pharmacy Department on Karsa Husada general hospital.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/362.110 68/INS/p/2017/041711852 |
| Uncontrolled Keywords: | HOSPITALS - QUALITY CANTROL, HOSPITALS - OUTPATIENT SERVICES, CUSTOMER LOYALTY, PATIENT SATISFACTION, INDONESIA - BATU (malang) |
| Subjects: | 300 Social sciences > 362 Social problems of and services to groups of people > 362.1 People with physical illnesses > 362.11 Hospitals and related institutions |
| Divisions: | S2/S3 > Magister Manajemen Rumah Sakit, Fakultas Kedokteran |
| Depositing User: | Nur Cholis |
| Date Deposited: | 13 Apr 2018 03:35 |
| Last Modified: | 26 Nov 2021 02:16 |
| URI: | http://repository.ub.ac.id/id/eprint/9415 |
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