RESHA ALICIA, - (2021) ANALISIS KUALITAS PELAYANAN PRIMA TERHADAP KEPUASAN PASIEN BERDASARKAN PELAYANAN KEFARMASIAN DI PUSKESMAS BABAKAN TAROGONG BANDUNG. Skripsi thesis, Sekolah Tinggi Farmasi Indonesia.
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Abstract
Pelayanan prima merupakan pelayanan yang dilaksanakan oleh penyelenggara pelayanan publik sebagai upaya pemenuhan kebutuhan penerima pelayanan maupun pelaksanaan ketentuan peraturan perundang-undangan. Penelitian ini bertujuan untuk mengetahui tingkat kualitas pelayanan prima dan mengetahui tingkat kepuasan pasien melalui 6A yaitu kemampuan, sikap, penampilan, perhatian, tindakan dan tanggung jawab. Jenis penelitian ini menggunakan deskriptif kuantitatif. Teknik penentuan sampel menggunakan Rumus Slovin. Teknik pengumpulan data dengan kuisioner dan observasi. Skala pengukuran yang digunakan yaitu Skala Likert. Pengujian data dengan uji validitas dan uji reliabilitas. Teknik analisis data dengan menggunakan SPSS versi 25 dan excel. Sampel dalam penelitian ini sebanyak 305 orang. Hasil penelitian menunjukkan bahwa nilai indeks kepuasan pasien adalah 3,131. Kategori mutu pelayanan B dan kinerja unit pelayanan yang di berikan di Puskesmas Babakan Tarogong Bandung sudah baik dapat dilihat dari kategori Indeks Kepuasan Masyarakat Pendayagunaan Aparatur Negara Dan Reformasi (IKM) berdasarkan keputusan Menteri Birokrasi Republik Indonesia Nomor 14 Tahun 2017. Ada beberapa indikator yang perlu ditingkatkan terutama yang paling terendah dari kecepatan pelayanan serta dari kelengkapan obat. --- Excellent service is a service carried out by public service providers as an effort to meet the needs of service recipients and the implementation of the provisions of the laws and regulations. This study aims to find out the level of excellent service quality and know the level of patient satisfaction through 6A, namely ability, attitude, appearance, attention, action and responsibility. This type of research uses quantitative descriptive. The sample determination technique uses the Slovin Formula. Data collection techniques with questionnaires and observations. The measurement scale used is the Likert Scale. Data testing with validity tests and reliabilitation tests. Data analysis techniques use SPSS version 25 and excel. The at the patient satisfaction sample in the study was 305 people. The results showed that the index value was 3,131. The category of quality of service Bad the performance of service units provided at The Center of Health Babakan Tarogong Bandung can be seen from the category of Community Satisfaction Index utilization of State Apparatus and Reform (IKM) based on the decision of the Minister of Bureaucracy of the Republic of Indonesia Number 14 of 2017. There are some indicators that need to be improved, especially the lowest of the speed of service as well as from the completeness of the drug.
| Item Type: | Thesis (Skripsi) |
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| Uncontrolled Keywords: | Pelayanan Prima, Kepuasan Pasien. --- Excellent Service, Patient Satisfaction. |
| Subjects: | R Medicine > RA Public aspects of medicine R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine |
| Divisions: | Program Studi S1 Farmasi |
| Depositing User: | pustakawan - - |
| Date Deposited: | 07 Sep 2024 02:35 |
| Last Modified: | 07 Sep 2024 02:35 |
| URI: | http://repository.stfi.ac.id/id/eprint/1120 |
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