IMAM MUHAMAD YUNUS, - (2026) ANALISIS KEPUASAN PASIEN BERBASIS SERVQUAL SEBAGAI DASAR PENERAPAN GOOD PHARMACEUTICAL PRACTICE (GPP) PADA PELAYANAN KEFARMASIAN DI SALAH SATU KLINIK PRATAMA DI KALIMANTAN BARAT. Masters thesis, Sekolah Tinggi Farmasi Indonesia.
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Abstract
Pelayanan kefarmasian yang berkualitas dan berorientasi pada pasien merupakan aspek penting dalam meningkatkan kepuasan pasien serta mendukung penerapan Good Pharmaceutical Practice (GPP). Penelitian ini bertujuan menganalisis tingkat kepuasan pasien berdasarkan lima dimensi Service Quality (SERVQUAL), faktor-faktor yang memengaruhi kepuasan, kendala pelayanan kefarmasian, serta merumuskan strategi peningkatan pelayanan di salah satu Klinik Pratama di Kalimantan Barat. Penelitian ini menggunakan desain kuantitatif dengan model SERVQUAL pada 187 responden yang dipilih menggunakan purposive sampling. Data dikumpulkan melalui kuesioner yang mengukur persepsi dan harapan pasien terhadap dimensi tangible, reliability, responsiveness, assurance, dan empathy, kemudian dianalisis menggunakan analisis gap, uji Chi-Square, dan regresi logistik. Hasil penelitian menunjukkan bahwa pasien secara umum berada pada kategori cukup puas. Nilai rata-rata gap masing-masing dimensi adalah tangible 0,125, reliability 0,066, responsiveness - 0,072, assurance -0,053, dan empathy 0,034. Dimensi tangible, reliability, dan empathy menunjukkan gap positif, sedangkan responsiveness dan assurance menunjukkan gap negatif yang menandakan masih adanya ketidakpuasan pada aspek pelayanan tertentu. Analisis multivariat menunjukkan seluruh dimensi SERVQUAL berpengaruh signifikan terhadap kepuasan pasien (p<0,001), dengan responsiveness sebagai faktor paling dominan. Kendala utama pelayanan meliputi keterbatasan sumber daya manusia, belum optimalnya kehadiran apoteker, waktu tunggu pelayanan, pemberian informasi obat yang belum optimal, serta belum adanya standar operasional prosedur yang jelas. Berdasarkan hasil penelitian, peningkatan pelayanan perlu difokuskan pada penguatan sumber daya manusia, penerapan standar operasional prosedur, optimalisasi pelayanan farmasi klinik, perbaikan sistem pelayanan, dan komunikasi berbasis patient-centered care untuk mendukung penerapan GPP dan meningkatkan kepuasan pasien. ------- Quality, patient-centered pharmaceutical services are essential for improving patient satisfaction and supporting the implementation of Good Pharmaceutical Practice (GPP). This study aimed to analyze patient satisfaction based on the five dimensions of Service Quality (SERVQUAL), identify factors influencing patient satisfaction and barriers to pharmaceutical services, and formulate strategies for improving pharmaceutical services at a primary clinic in West Kalimantan. This study employed a quantitative design using the SERVQUAL model involving 187 respondents selected through purposive sampling. Data were collected using a questionnaire that measured patients’ perceptions and expectations across five dimensions: tangible, reliability, responsiveness, assurance, and empathy. The data were analyzed using gap analysis, the Chi-Square test, and logistic regression. The results showed that, overall, patients were moderately satisfied with the pharmaceutical services. The mean gap values for each dimension were 0.125 for tangible, 0.066 for reliability, -0.072 for responsiveness, -0.053 for assurance, and 0.034 for empathy. The tangible, reliability, and empathy dimensions showed positive gap values, whereas responsiveness and assurance showed negative gap values, indicating dissatisfaction with certain aspects of the services. Multivariate analysis showed that all SERVQUAL dimensions significantly influenced patient satisfaction (p<0.001), with responsiveness being the most dominant factor. The main service-related barriers included limited human resources, suboptimal pharmacist availability, prolonged waiting times, inadequate provision of drug information, and the absence of clear standard operating procedures. Based on these findings, service improvement should focus on strengthening human resources, implementing standard operating procedures, optimizing clinical pharmacy services, improving service systems, and enhancing patient-centered care communication to support GPP implementation and improve patient satisfaction.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | kepuasan pasien, SERVQUAL, pelayanan kefarmasian, Good Pharmaceutical Practice, Klinik Pratama. ------ patient satisfaction, SERVQUAL, pharmaceutical services, Good Pharmaceutical Practice, primary clinic |
| Subjects: | R Medicine > R Medicine (General) R Medicine > RA Public aspects of medicine |
| Divisions: | Program Studi Magister Farmasi > Tesis |
| Depositing User: | pustakawan - - |
| Date Deposited: | 02 Nov 2026 03:12 |
| Last Modified: | 02 Nov 2026 03:12 |
| URI: | http://repository.stfi.ac.id/id/eprint/4900 |
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