ANALISIS TINGKAT KEPUASAN PASIEN DI PUSKESMAS TAWANG KOTA TASIKMALAYA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL)

SIFA HANIFFIATI, - (2023) ANALISIS TINGKAT KEPUASAN PASIEN DI PUSKESMAS TAWANG KOTA TASIKMALAYA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL). Skripsi thesis, Sekolah Tinggi Farmasi Indonesia.

	Text S_PSSF_A191085_Title.pdf Download (466kB)
	Text S_PSSF_A191085_Chapter1.pdf Restricted to Repository staff only Download (97kB)
	Text S_PSSF_A191085_Chapter2.pdf Restricted to Repository staff only Download (152kB)
	Text S_PSSF_A191085_Chapter3.pdf Restricted to Repository staff only Download (229kB)
	Text S_PSSF_A191085_Chapter4.pdf Restricted to Repository staff only Download (208kB)
	Text S_PSSF_A191085_Chapter5.pdf Restricted to Repository staff only Download (17kB)
	Text S_PSSF_A191085_Appendix.pdf Restricted to Repository staff only Download (1MB)

Abstract

Pelayanan kefarmasian di Puskesmas merupakan satu kesatuan yang tidak terpisahkan dari pelaksanaan upaya kesehatan yang berperan krusial dalam meningkatkan mutu pelayanan kesehatan bagi masyarakat. Salah satu indikator untuk mengetahui mutu pelayanan kesehatan adalah pengukuran kepuasan pengguna jasa kesehatan. Terdapat lima dimensi kualitas jasa untuk melihat kepuasan konsumen atau pasien yang dikenal dengan nama Service Quality (ServQual). Kelima dimensi tersebut meliputi dimensi berwujud (tangible), dimensi kehandalan (reliability), dimensi ketanggapan (responsiveness), dimensi jaminan (assurance), dan dimensi empati (emphaty). Tujuan penelitian ini adalah mengetahui tingkat kepuasan pasien terhadap pelayanan di Puskesmas Tawang dengan menggunakan metode Service Quality (ServQual). Jenis metode penelitian yang digunakan pada penelitian ini adalah metode penelitian survei deskriptif melalui pendekatan kuantitatif memakai metode Service Quality (ServQual). Hasil rata-rata tingkat kepuasan pasien yaitu sebesar 80,75%. Nilai tersebut menyatakan bahwa pasien masuk kategori sangat puas dilihat dari interval likert terhadap pelayanan di Puskesmas Tawang berdasarkan metode Service Quality (ServQual). Bahwa kualitas pelayanan sudah diterapkan dengan baik, serta telah mencapai tingkat kepuasan pasien terhadap pelayanan yang telah di analisis berdasarkan aspek lima dimensi metode Service Quality (ServQual). --- Pharmaceutical services at Puskesmas are an inseparable part of the implementation of health efforts that play a crucial role in improving the quality of health services for the community. One indicator to determine the quality of health services is the measurement of satisfaction of health service users. There are five dimensions of service quality to see customer or patient satisfaction known as Service Quality (ServQual). The five dimensions include the tangible dimension (tangible), the dimension of reliability (reliability), the dimension of responsiveness (responsiveness), the dimension of assurance (assurance), and the dimension of empathy (emphaty). The purpose of this study was to determine the level of patient satisfaction with services at the Puskesmas Tawang using the Service Quality (ServQual) method. The type of research method used in this study is a descriptive survey research method through a quantitative approach using the Service Quality (ServQual) method. The average result of patient satisfaction is 80.75%. The value states that the patient is categorized as very satisfied judging from the likert interval for services at the Puskesmas Tawang based on the Service Quality (ServQual) method. That the quality of service has been implemented well, and has reached the level of patient satisfaction with the service that has been analyzed based on aspects of the five dimensions of the Service Quality (ServQual) method.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Pelayanan Kefarmasiaan, Puskesmas, Kepuasan pasien, ServQual Pharmaceutical services, Puskesmas, patient satisfaction, ServQual
Subjects:	R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Divisions:	Program Studi S1 Farmasi
Depositing User:	pustakawan - -
Date Deposited:	20 Jun 2024 08:00
Last Modified:	20 Jun 2024 08:00
URI:	http://repository.stfi.ac.id/id/eprint/259

Actions (login required)

View Item