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Yusniati Dwi Pemudi
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Analisis Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan di Puskesmas Puuwatu Kota Kendari menggunakan Metode SERVQUAL Adryan Fristiohady; La Ode Muhammad Fitrawan; Yusniati Dwi Pemudi; Sunandar Ihsan; Ruslin Ruslin; Mentarry Bafadal; Nurwati Nurwati; Ruslan Ruslan
Jurnal Surya Medika (JSM) Vol 6 No 1 (2020): Jurnal Surya Medika (JSM)
Publisher : Institute for Research and Community Services Universitas Muhammadiyah Palangkaraya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33084/jsm.v6i1.1442

Abstract

The quality of outpatient services can be measured by the SERVQUAL model that takes into account 5 dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. The purpose of this study was to look at the effect of service quality on outpatient satisfaction at the Apotek Puskesmas Puuwatu Kota Kendari. The subjects in this study were 34 outpatients. The analysis technique used is gap analysis to compare expectations and reality received by patients, normality test data based on questionnaire patient satisfaction that has been tested for validation. The results of this study indicate the average value of the gap in the pharmacy of Apotek Puskesmas Puuwatu Kota Kendari amounting to 0.27. From the value of the gap, the lowest gap value in the pharmacy center of Puuwatu is the place of service, and the provision of inadequate drug information of -0.24. Based on the paired t-test where significant value> 0.05 then Ho is rejected and Ha accepted so that means a significant difference between the quality of service to the satisfaction of patients in Apotek Puskesmas Puuwatu Kota Kendari. This study concludes that there is a significant gap between expectations and reality at the Apotek Puskesmas Puuwatu Kendari City
The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre Adryan Fristiohady; La Ode Muhammad Fitrawan; Yusniati Dwi Pemudi; Ruslin Ruslin; Sunandar Ihsan; Ruslan Ruslan; La Ode Muhammad Julian Purnama
Borneo Journal of Pharmacy Vol. 3 No. 4 (2020): Borneo Journal of Pharmacy
Publisher : Institute for Research and Community Services Universitas Muhammadiyah Palangkaraya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33084/bjop.v3i4.1611

Abstract

The quality of outpatient services can be measured by the SERVQUAL model that considers five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to look at the effect of service quality on outpatient satisfaction at the Poasia community health center's pharmacy. The subjects in this study were 33 outpatients. The analysis technique used is gap analysis to compare patients' expectations and reality, normality test data based on questionnaire patient satisfaction tested for validation. This study's results indicate the average value of the gap in the Poasia community health center's pharmacy, amounting to -0.44. From the value of the gap, the lowest gap value in the pharmacy center of Poasia is the place of service and the provision of inadequate drug information of -0.88. Based on the paired t-test where a significant value >0.05, Ho is rejected, and Ha accepted, which means a significant difference between the quality of service and patients' satisfaction in the Pharmacy of Puskesmas Poasia Kendari City. This study concludes that there is a significant gap between expectations and reality at the Poasia community health center's pharmacy.
Co-Authors Adryan Fristiohady Bafadal, Mentarry Fitrawan, La Ode Muhammad La Ode Muhammad Julian Purnama Nurwati Nurwati Ruslan Ruslan Ruslin Ruslin Sunandar Ihsan