ABSTRACT: One indicator of the success of individual health care is patient satisfaction.
Customer satisfaction is defined as a response to the evaluation of the expectations of
service prior to the actual performance perceived. The study aims to know outpasient
satisfasion the quality of based on the results showed in Pharmacy Services
Complementary Kimia Farma No. 12 RSUP dr. Soeradji Tirtonegoro Klaten an out
patient basis have not been able to satisfy pharmacy services in terms of dimensions
servqual, that is tangible, empathy, assurance, responsiveness and reliabily in study
November 2011; to know out patient the gap on patient satisfaction ratings to the
quality of based on the results showed in Pharmacy Services Complementary Kimia
Farma No. 12 on an out patient basis have not been able to satisfy pharmacy services
in terms of dimensions servqual, that is tangible, empathy, assurance, responsiveness
and reliability in study November 2011.
This type of study used a non experimental descriptive through observation of
patient satisfaction. Data were collected concurrent in the amount 325 patients with
the sampling method. Collecting data using a questionnaire in November 2011. Test
data instrument using Product Moment Person continue with the calculated score
servgual ( gap) from performan and expectation
The results showed that the perceived service has not achieved the desired
expectations of patients. Largest gap value is based on the dimension of empathy with
a value of (-0.27); tangible dimension (-0.25) ; assurance dimension, in the amount of
(-0.17); reliability dimension,with a value of (-0.16), and the responsiveness
dimension of (-0.15).
INTISARI: Salah satu indikator keberhasilan pelayanan kesehatan perorangan
adalah kepuasan pasien. Kepuasan didefinisikan sebagai respon pelanggan
terhadap evaluasi antara harapan pelayanan terhadap kinerja aktual yang
dirasakan. Penelitian bertujuan untuk mengetahui kepuasan pasien rawat
jalan di Apotek Pelengkap Kimia Farma No.12 RSUP dr. Soeradji
Tirtonegoro Klaten (studi di bulan November 2011) ditinjau dari dimensi
servqual, yaitu tangible, empathy, assurance, responsiveness dan reliability;
untuk mengetahui peringkat gap kepuasan pasien rawat jalan terhadap kualitas
pelayanan di Apotek Pelengkap Kimia Farma No.12 RSUP dr. Soeradji
Tirtonegoro Klaten (studi di bulan November 2011) ditinjau dari dimensi
servqual, yaitu tangible, empathy, assurance, responsiveness dan reliability.
Jenis penelitian yang digunakan deskriptif non eksperimental melalui
observasi terhadap kepuasan pasien. Data dikumpulkan secara concurrent
sampling, sebanyak 325 responden pada bulan November 2011. Metode
pengolahan instrumen dengan uji korelasi Product Moment Person dan
analisa data menggunakan uji servqual gap terhadap harapan dan kinerja.
Hasil penelitian menunjukkan bahwa pelayanan yang dirasakan belum
mencapai harapan yang diinginkan pasien. Terdapat gap kepuasan pasien
antara harapan kualitas pelayanan terhadap kinerja yang dirasakan responden.
Nilai gap terbesar terdapat pada dimensi empathy dengan rerata nilai sebesar
(-0,27), dimensi tangible dengan rerata nilai (-0,25), dimensi assurance
dengan rerata nilai sebesar (-0,17), rerata nilai pada dimensi reliability
sebesar (-0,16) serta rerata nilai pada dimensi responsiveness sebesar (-0,15 ).
