Analisis service quality instalasi farmasi rawat jalan RSUP Dr. Moh. Hoesin Palembang :: Menurut persepsi pelanggan eksternal

SUZALIN, Ferawati, Prof. Dr. Achmad Fudholi, DEA., Apt

2009 | Tesis | S2 Magister Manajemen Farmasi

Kemajuan pendidikan, perubahan sosial budaya masyarakat, serta perkembangan ilmu pengetahuan dan teknologi kesehatan menyebabkan masyarakat semakin menuntut pelayanan yang bermutu. Misi RSUP Dr. Moh. Husein Palembang adalah memberikan pelayanan kesehatan yang berkualitas, sesuai dengan tujuan penelitian yaitu mengetahui kualitas pelayanan, Gap antara kualitas pelayanan yang diharapkan pelanggan dengan kualitas pelayanan yang diterima, serta dimensi-dimensi kualitas pelayanan yang diharapkan, dianggap penting serta memuaskan pelanggan eksternal di instalasi farmasi. Penelitian dilakukan dengan menyebarkan kuesioner Servqual terhadap 200 orang pelanggan eksternal, masing-masing 35 orang pelanggan IFRJ Umum, 35 orang pelanggan IFRJ Graha Spesialis, dan 130 orang pelanggan IFRJ Jamkesmas di RSUP Dr. Moh. Hoesin Palembang dengan tipe convenience sampling. Analisis data menggunakan model Weighted Servqual Cronin dan Taylor, analisis Gap, dan analisis kepentingan-kinerja. Hasil penelitian menunjukkan kualitas pelayanan di IFRJ RSUP Dr. Moh. Hoesin Palembang secara umum sudah memuaskan pelanggan dengan indeks total positif pada pelayanan Umum, Graha Spesialis, dan Jamkesmas. Gap negatif ada pada dimensi tangible menurut pelanggan umum dan spesialis, sedangkan menurut pelanggan Jamkesmas gap ada pada dimensi reliability dan responsiveness. Berdasarkan matriks kepentingan kinerja pada kuadran A (konsentrasi disini) adalah dimensi responsiveness (IFRJ Umum dan Jamkesmas), reliability dan tangible (IFRJ Graha spesialis). Pada kuadran B (pertahankan prestasi) adalah dimensi tangibles dan reliability (IFRJ umum), assurance (IFRJ Graha Spesialis), assurance, tangibles , dan empathy (IFRJ Jamkesmas). Di kuadran C (berlebihan) adalah dimensi empathy (IFRJ Umum) dan responsiveness (IFRJ Spesialis), serta reliability (IFRJ Jamkesmas). Dan pada kuadran D (prioritas rendah) adalah dimensi assurance (IFRJ umum), serta empathy (IFRJ Graha spesialis).

Educational progress, socio cultural alteration, and expansion of science and health technology make people strive for high quality service. The mission of Dr. Moh. Hoesin hospital Palembang is giving high quality of health services, agree with purpose in this research that is to know the quality services, gaps between customers expectation and performance they get, and which term from service quality that expected, importance, and satisfied the external customers. This research run by spreading servqual’s questionaire to 200 external customers, that is 35 customers from general and specialistic services, and 130 Jamkesmas customers in Dr. Moh. Hoesin Hospital Palembang using convenience sampling type. The data analyze by use Weighted Servqual Model Cronin and Taylor, Gap Analysis, and Importance-Performance analysis. Results from this research indicates that service quality from pharmacy department for external patient in Dr. Moh. Hoesin hospital Palembang generally has satisfy the customer with positif number for total quality service index in general, specialistic, and Jamkesmas Service. Negative number of Gap shows in term of tangibles for general and specialistic customer’s service, while for Jamkesmas customers gap shows in term of reliability and responsiveness. Based on Importance-Performance matrix responsiveness (general and jamkesmas service), reliability and tangible (specialistic service) require priority in quadrant A (focus quadrant). In B quadrant (maintain performance) they were tangibles and reliability (general service), assurance (specialistic service), assurance, tangibles , and empathy (jamkesmas service). In quadrant C (reduce emphasis) there were empathy (general service), responsiveness (specialistic service), and reliability (jamkesmas service). Assurance (general service), and empathy (specialistic service) was on D quadrant (low priority).

Kata Kunci : IFRJ,Kualitas pelayanan,Gap,Analisis kepentingan,kinerja, Pharmacy Department for external patient, Service Quality, Gap, Importance-Performace Analysis