Analysis of Outpatient Satisfaction on Quality of Pharmaceutical Service at RSUD Mayjen H.A Thalib Kabupaten Kerinci

Nining, Hijrahwati (2017) Analysis of Outpatient Satisfaction on Quality of Pharmaceutical Service at RSUD Mayjen H.A Thalib Kabupaten Kerinci. Masters thesis, Universitas Andalas.

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Abstract

Pharmacy installation is one of the health service terminals, pharmacy supply line that directly to the community, and is part of revenue center. The purpose of this research is to know the relation of respondent characteristic with satisfaction to pharmacy installation service at RSUD Mayjen H.A Thalib Kerinci. This research is a descriptive-analytic research with cross sectional design. The sample in this study were outpatient who visited RSUD Mayjen H.A Thalib Kerinci with 106 samples. The sampling technique used purposive sampling method. Data were collected by spreading the questionnaire. The result showed that 56.6% of respondents were not satisfied with the dimensions of reliability, 50.9% of respondents were not satisfied with the responsiveness dimension, 66.0% of respondents were not satisfied with the guarantee dimension, 59.4% of respondents were not satisfied with empathy and 53 , 8% of respondents are not satisfied with the dimension of physical evidence. The result of bivariate analysis shows that there is relationship between sex (p-value = 0,003), education (p-value = 0,000), job (p-value = 0,026) with patient satisfaction on pharmacy installation service. There is no relation between age (p-value = 0,094), income (p-value = 0,713) with patient satisfaction with pharmacy installation service. From the results of the study can be concluded that the variables associated with patient satisfaction of the pharmacy installation RSUD Mayjen H.A Thalib Kerinci is gender, education and work. Keyword: Patient satisfaction, Pharmaceutical Installation Hospital

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