GAMBARAN KEPUASAN PASIEN JAMPERSAL TERHADAP KUALITAS PELAYANAN OBAT DAN PERSEPSI AKAN PERLUNYA APOTEKER DI BANGSAL KEBIDANAN RSUD TIDAR MAGELANG

• Main Authors: , AFINA MUHARRIDHOTUSSILMI, , M. Rifqi Rokhman, M.Sc., Apt
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/129565/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=69957
• Institution: Universitas Gadjah Mada

In order to achieve Millennium Development Goals (MDGs) and National Social Security System (SJSN), policy delivery insurance (jampersal) done to eliminate financial barriers to delivery. This research aims to measure patients' satisfaction on the service quality of drugs in jampersal and perception of need for pharmacists in obstetrics ward of General Hospital of Tidar, Magelang. This research is a non-experimental study, using a measuring instrument in the form of a questionnaire on 100 respondents. Research conducted in November to December 2013 at General Hospital of Tidar, Magelang. Sampling is done by using the method of purposive sampling with non-probability sampling. The method used to measure patient satisfaction is a servqual method. Data analysis on the overview of satisfaction level was measured by using the gap test and importance and performance analysis in order to see the dimensions that has priorities to be fixed. Patients� perception about the needs for drug information and the needs of pharmacist in ward were analyzed using descriptive statistics analysis. The results showed that patients hasn't quite satisfied because the gap between expectations and perception value showed a negative value. The highest to the lowest level of satisfaction in a row based on the value of the gap is tangible dimension (-0,48), empathy (-0,55), responsiveness (-0,64), reliability (-0,67), and assurance (0,69). Importance and performance analysis showed that service quality is good enough because there is no dimension in the top priority to be fixed (quadrant A). Responsiveness and assurance dimension has showed in quadrant B (keep achievement), reliability and empathy dimension in quadrant C (low priority), and intangible dimension in quadrant D (redundant). The perception of jampersal patients who need information about drugs is still low, at only 18%, and the perception of patients who require pharmacist visit in the ward of 42%.