A Quality of Pharmaceutical Staff Services Over Out- Patients Satisfaction at Murni Teguh Sudirman Jakarta (MTSJ) Hospital

Peter Purwono, Rina Mutiara, M. Natsir Nugroho

Abstract


Services provided by hospital staff to patients greatly affects patient satisfaction. The cause of patient dissatisfaction can be caused by several factors including the service quality factor, such as Reliability, Assurance, Tangibles, Empathy and Responsiveness. Apart from that, there are 2 other factors that were examined this study, namely Accessibility and Communication. Thus, the problem in this study at Murni Teguh Sudirman Jakarta (MTSJ) Hospital there is decreased performance of pharmacy staff, so that there are complaints from outpatients to pharmacy service unit at MTSJ Hospital. Here analyses a quality of pharmaceutical staff services at out-patients satisfaction at MTSJ Hospital, also analyses the influence of Reliability, Assurance, Tangibles, Empathy, Responsiveness, Accessibility and Communication pharmaceutical staff services at out patients’ satisfaction at MTSJ Hospital. In addition, in this study we use a quantitative descriptive causality approach which aims to analyse relationships and influence (cause and effect) of two or more phenomena and correlation and regression analysis. The data collection techniques using is primary questionnaire with 5 Likert scale distributed to 49 respondents. The results shows that there is no influence from Reliability and Responsiveness pharmacy staff to out-patients satisfaction at MTSJ Hospital. There is influence from Assurance, Tangible, Empathy, Accessibility and Communication pharmacy staff and pharmaceutical installation to out-patients satisfaction at MTSJ Hospital, with value of correlation and regression analysis, if Significance values (Sig) < probability 0,05, then H0 (null hypothesis) be rejected and Ha (alternate hypothesis) accepted (there is no influence), if Significance values (Sig) > probability 0,05, then H0 (null hypothesis) accepted and Ha (alternate hypothesis) be rejected (there is influence).

Keywords


Service Quality, Pharmaceutical Staff, Out Patients Satisfaction

Full Text:

PDF

References


Adisasmito, W. (2007). Sistem Manajemen Lingkungan Rumah Sakit. Rajawali Pers.

Akhmad, A. D., Dirga, Mukaromah, S., Adliani, N., & Sukrasno. (2019). Tingkat Kepuasan Konsumen Apotek Terhadap Pelayanan Kefarmasian di Apotek Kecamatan Sukarame. Jurnal Farmasi Malahayati , 86-98.

Anggraeni, R. (2019). Mutu Pelayanan Kefarmasian di Puskesmas. Stikes Imelda Medan.

Arba, M. (2019). Farmasi Komputasi. Pendidikan Deepublish.

Aryani, D., & Rosinta, F. (2010). Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam membentuk loyalitas pelanggan. Jurnal Ilmu Administrasi dan Organisasi , 17 (2), 114-126.

Astiena, A. K. (2015). Manajemen Sumber Daya Manusia Kesehatan. Andalas University Press.

Bahlol, M., & Dewey, R. S. (2020). Pandemic preparedness of community pharmacies for COVID-19. International Journal of Research in Social and Administrative Pharmacy .

Bustami. (2011). Penjaminan Mutu Pelayanan Kesehatan & Akseptabilitasnya. Erlangga.

Carter, S., Ng, R., El-Den, S., & Schneider, C. (2020). Low Perceived Service Quality in Community Pharmacy is Associated Poor Medication Adherence. International Journal of Patient Education and Conseling , 1-21.

Departemen Kesehatan RI, R. (2008). Keputusan Menteri Kesehatan Republik Indonesia Nomor 129/Menkes/SK/II/2008, tentang standar pelayanan minimal rumah sakit. Jakarta.

Departemen Kesehatan, R. (2008). Pedoman Pelaksanaan Jaminan Kesehatan Masyarakat (JAMKESMAS). Jakarta: Departemen Kesehatan RI.

Estrigana, R., Merodio, J. A., & Barchino, R. (2019). Student acceptance of virtual laboratory and practical work: An extension of the technology acceptance model. International Journal of Computers & Education , 135, 1-14.

Gerson, R. F. (2014). Mengukur Kepuasan Pelanggan: Panduan Menciptakan Pelayanan Bermutu. PPM.

Ghozali, I. (2005). Aplikasi Multivariate dengan Proses SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Goto, K., Sato, T., Shikamura, Y., Nomura, K., Negishi, K., & Hanawa, T. (2020). Examining the association between the “My Pharmacist” model and the service quality of community pharmacies. International Journal of Research in Social and Administrative Pharmacy , 16 (7), 958-966.

Greenfield, D., Lawrence, S. A., Kellner, A., Townsend, K., & Wilkinson, A. (2019). Health service accreditation stimulating change in clinical care and human resource management processes: A study of 311 Australian hospitals. International Journal of Health Policy , 123 (7), 661-665.

Grew, B., Schneider, C. R., & Carter, S. R. (2019). Validation of a questionnaire for consumers' perception of service quality in community pharmacy. International Journal of Research in Social and Administrative Pharmacy , 15, 673-681.

Hartono, B. (2010). Manajemen Pemasaran untuk Rumah Sakit. Rineka Cipta.

Ismainar, H. (2015). Manajemen Unit Kerja. Deepublish.

Kathrina, R., & Ardiyanti, H. (2018). Peningkatan Kualitas Pelayanan Publik di Indonesia. Yayasan Obor Indonesia.

Khotimah, D. A., Nurcahyawati, V., & Erstiawan, S. M. (2017). Analisis Penerimaan Penerapan PARIS (Parking Information System) dengan Metode Technology Acceptance Model (TAM) pada Area Parkir Stikom Surabaya. Jurnal Sistem Informasi & Komputer Akuntansi (JSIKA) , 5 (9), 1-14.

Kotler, P. (2005). Manajemen Pemasaran,Jilid 1 dan 2. Jakarta: PT. Indeks Kelompok Gramedia.

Kurniasih, D. A., Subarnas, A., & Djuhaeni, H. (2015). Peran Kepuasan Mutu Layanan Farmasi dalam Peningkatan Loyalitas Pasien di Rumah Sakit Al Islam dan Santo Yusup Kota Bandung. Jurnal Farmasi Klinik Indonesia , 206-217.

Kurniati, A. (2012). Kajian SDM Kesehatan di Indonesia. Salemba Medika.

Kushatmaja, P. R., & Suryani, E. (2019). Analysis of Factors Affecting Edmodo Adoption as Learning Media Using Technology Acceptance Model 2 (TAM 2). IPTEK Journal of Proceedings Series (pp. 16-23). Surabaya: ITS Surabaya.

Landmark, A. M., Ofstad, H. E., & Svennevig, J. (2017). Eliciting patient preferences in shared decision-making (SDM): Comparing conversation analysis and SDM measurements. International Journal of Patient Education and Conseling , 100 (11), 2081-2087.

Maharani, D. N., Mukaddas, A., & Indriani. (2016). ANALISIS PENGARUH KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN RESEP DI APOTEK INSTALASI FARMASI BADAN RUMAH SAKIT DAERAH LUWUK KABUPATEN BANGGAI. Journal of Pharmacy , 111-117.

Mukarom, Z., & Laksana, M. W. (2015). Manajemen Pelayanan Publik. Pustaka Setia.

Muksin. (2019). Telaah Kualitas Pelayanan dan Citra Rumah Sakit terhadap Kepuasan dan Loyalitas Pasien Rawat Inap. RV Pustaka Horizon (Anggota IKAPI).

Notoatmodjo, S. (2012). Metodologi Penelitian Kesehatan. Jakarta: Rineka Cipta.

Novaryatiin, S., Ardhany, S. D., & Aliyah, S. (2018). Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian di RSUD Dr. Murjani Sampit. Borneo Journal od Pharmacy , 1 (1), 22-26.

Noviana, P. (2017). Analisis Tingkat Kepuasan Pasien Rawat Jalan Terhadap Kualitas Pelayanan Instalasi Farmasi di RSUD Pare menggunakan Metode SERVQUAL. Jurnal Wiyata , 4 (2), 111-120.

Pangerapan, D. T., Palandeng, O. E., & Rattu, A. J. (2018). Hubungan Antara Mutu Pelayanan dengan Kepuasan Pasien di Poliklinik Penyakit Dalam Rumah Sakit Uum GMIM Pancaran Kasih Manado. Jurnal Kedokteran Klinik (JKK) , 2 (1), 9-18.

Patawayati, Zain, D., Setiawan, M., & Rahayu, M. (2015). Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals). International Journal of Business and Management (IOSR-JBM) , 01-14.

Pohan, I. S. (2006). Jaminan Mutu Layanan Kesehatan: Dasar-Dasar Pengertian dan Penerapan. Jakarta: Buku Kesehatan EGC.

Pohan, Imbalo, S., & Widyastuti, P. (2006). Jaminan mutu layanan kesehatan:dasar-dasar pengertian dan penerapan. EGC.

Priatna, D. K. (2019). Manajemen Sumber Daya Manusia Era 5.0. Deepublish.

Rad, N. F., Som, A. P., & Zainuddin, Y. (2010). Service quality and patients' satisfaction in medical tourism. International Journal of World Applied Sciences Journal 10 (Special Issue of Tourism & Hospitality) , 24-30.

Rikomah, S. E. (2016). Farmasi Klinik. Akademu Farmasi Al-Fatah bengkulu.

Rogge-Solti, A., Mans, R., van der Aalst, W., & Weske, M. (2013). Repairing event logs using stochastic process models. Netherland: Universitätsverlag Potsdam.

Romano, S., Galante, H., Figueira, D., Mendes, Z., & Rodrigues, A. T. (2020). Time-trend analysis of medicine sales and shortages during COVID-19 outbreak: Data from community pharmacies. International Journal of Research in Social and Adminisrative Pharmacy .

Rustiyanto, E. (2009). Statistik Rumah Sakit untuk Pengambilan Keputusan. Graha Ilmu.

Sabarguna, B. S. (2009). Buku Pegangan Mahasiswa Manajemen Rumah Sakit (Jilid 1, 2 & 3) (Paket). Sagung Seto.

Sabarguna, B. S. (2008). Manajemen Kinerja Pelayanan Rumah Sakit. Sagung Seto.

Satibi, Marin, V., Suwarni, S., & Kuswardhani. (2017). Differences of Implementation Pharmaceutical Care Standard with Potential Medication Errors Analysis at Several Hospital in Semarang. Jurnal Manajemen dan Pelayanan Farmasi , 7 (3), 125-131.

Sato, N., Fujita, K., Kushida, K., & Chen, T. F. (2020). Exploring the factors influencing the quality of “Health Support Pharmacy” services in Japan: Perspectives of community pharmacists. International Journal of Research in Social and Administrative Pharmacy , 1-8.

Setyobudi, I., & Daryanto. (2014). Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.

Siregar, C. J. (2004). Farmasi Rumah Sakit: Teori dan Penerapan. EGC.

Sudarso, A. (2016). Manajemen Pemasaran Jasa Perhotelan, Edisi 1. Yogyakarta: Deeppublish.

Sugiyono. (2012). Statistika Untuk Penelitian. Bandung: Alfabeta.

Susanto, N. A., Mansur, M., & Djauhari, T. (2017). Analisis Kebutuhan Tenaga di Instalasi Farmasi RS Universitas Muhammadiyah Malang Tahun 2006. Jurnal Medicoeticolegal dan Manajemen Rumah Sakit , 82-89.

Thorakkattil, S. A., Nemr, H. S., Al-Ghamdi, F. H., Jabbour, R. J., & Al-Qaaneh, A. M. (2020). Structural and operational redesigning of patient-centered ambulatory care pharmacy services and its effectiveness during the COVID-19 pandemic. International Journal of Research in Social and Administrative Pharmacy .

Tjiptono, F. (2006). Manajemen Pelayanan Jasa. Yogyakarta: Andi.

Tjiptono, F., & Chandra, G. (2016). Service, Quality & Satisfaction: Fourth Edition. Yogyakarta: Andi Publisher.

Tjiptono, F., & Diana, A. (2019). Kepuasan Pelanggan - Konsep, Pengukuran dan Strategi. Yogyakarta: Andi.

Tuzkaya, G., Sennaroglu, B., Kalender, Z. T., & Mutlu, M. (2019). Hospital service quality evaluation with IVIF-PROMETHEE and a case study. International Journal of Socio-Economic Planning Sciences , 68, 100705-100716.

Umar, S. (2013). PENGARUH KUALITAS PELAYANAN FARMASI TERHADAP KEPUASAN PASIEN RAWAT INAP DI INSTALASI FARMASI BLUD RUMAH SAKIT KABUPATEN KONAWE. Makassar: Pascasarjana Universitas Hasanuddin.

Watson, D. G. (2010). Analisis Farmasi: Buku Ajar untuk Mahasiswa Farmasi dan Praktisi Kimia Farmasi. EGC.

Widayanti, L. P., Lusiana, N., & Kusumawati, E. (2018). Kepuasan Pasien Terhadap Pelayanan Kesehatan: Studi Deskriptif pada Klinik UIN Sunan Ampel. Journal of Health Science and Prevention , 2 (1), 22-26.

Williams, N. J., Williams, D., Wood, F., Lloyd, A., Brain, K., Thomas, N., et al. (2019). A descriptive model of shared decision making derived from routine implementation in clinical practice (‘Implement-SDM’): Qualitative study. International Journal of Patient Education and Conseling , 102 (10), 1774-1785.

Wuri, P. (2018). Pengantar Sistem Informasi Manajemen Rumah Sakit (SIMRS). Rajawali Pers.

Yulianti, N., & Madiawati, P. N. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rumah sakit Hasan Sadikin Bandung. Jurnal Manajemen , 2056-2062.


Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.


Supported by :







Indexed by :