Analisis perbedaan kualitas pelayanan antara pasien rawat jalan umum dengan peserta Jamkesmas di Instalasi farmasi RSUD Ajibarang Kabupaten Banyumas

GENATRIKA, Erza, Dr. Achmad Purnomo, Apt

2010 | Tesis | S2 Ilmu Farmasi

Instalasi Farmasi sebagai salah satu unit pelayanan utama di rumah sakit memegang peranan penting guna meningkatkan mutu kehidupan pasien. Untuk itu harus mampu memberikan pelayanan yang berkualitas tanpa memandang status ekonomi pasien baik itu pasien umum maupun pasien peserta jamkesmas. Penelitian ini bertujuan untuk menganalisis perbedaan kualitas pelayanan pasien rawat jalan umum dengan peserta jamkesmas di Instalasi Farmasi RSUD Ajibarang yang ditinjau dari lima dimensi SERVQUAL meliputi tangible, responsiveness, reliability, assurance, dan emphaty. Jenis penelitian adalah noneksperimental dengan rancangan cross sectional. Sampel penelitian adalah pasien atau keluarga pasien rawat jalan umum dan peserta jamkesmas yang mengambil obat di Instalasi Farmasi RSUD Ajibarang. Teknik pengambilan sampel menggunakan metode purposive sampling sebanyak 100 responden dan alat pengumpulan data menggunakan kuesioner. Analisis data yang digunakan meliputi analisis statistik deskriptif, analisis gap, dan uji MANOVA untuk mengetahui perbedaan kualitas pelayanan pada lima dimensi SERVQUAL secara bersama-sama antara pasien rawat jalan umum dengan peserta jamkesmas di Instalasi Farmasi RSUD Ajibarang. Hasil penelitian menunjukkan bahwa sebagian besar persepsi pasien umum dan pasien peserta jamkesmas terhadap pelayanan di Instalasi Farmasi RSUD Ajibarang belum sesuai dengan yang diharapkan pasien tersebut. Dimensi kualitas pelayanan yang mempunyai gap terbesar menurut pasien umum adalah responsiveness (-0,37) yang diikuti dimensi tangible (-0,36), reliability (-0,24), emphaty (-0,23) dan assurance (-0,02). Selanjutnya menurut pasien peserta jamkesmas dimensi kualitas pelayanan yang mempunyai gap terbesar adalah dimensi tangible (-0,35) yang diikuti dimensi responsiveness (-0,17), reliability (-0,11), emphaty (-0,11) dan assurance (- 0,03). Berdasarkan uji MANOVA dengan taraf kepercayaan 95% menunjukkan ada perbedaan kualitas pelayanan pada dimensi tangible, responsiveness, reliability, assurance, dan emphaty secara bersama-sama antara pasien umum dengan peserta jamkesmas di RSUD Ajibarang (p < 0,05).

Pharmacy installation as a part of the main service in hospital takes an important role to increase the quality of patient life, so it must be able to give the best quality service without differentiate their economic status, whether they out of pocket patient or jamkesmas patient. The aim of this research was to analyze the difference service quality of outpatient between out of pocket patient and jamkesmas patient which was studied based on the five SERVQUAL dimensions comprise tangible, responsiveness, reliability, assurance and empathy. This research was nonexperimental with the cross sectional design. Its sample was patient or patient family of the out of pocket patient or jamkesmas patient who took the medicine at pharmacy installation of RSUD Ajibarang. It used purposive sampling method. There were 100 respondents and it used questioner in collecting the data. The data analysis which was used comprised descriptive statistic analysis, gap analysis and MANOVA test to find out the difference quality service in the five of SERVQUAL dimensions on the same time between out of pocket patient and jamkesmas patient at pharmacy installation of RSUD Ajibarang. The result of this research showed that majority of out of pocket patients and jamkesmas patients have perception on services in pharmacy installation at RSUD Ajibarang is not suitable with the expectation of those patients. The biggest gap of service quality that convinced by out of pocket patients is responsiveness (-0,37) and followed by tangible (-0,36), reliability (-024), emphaty (-0,23) and assurance (-0,02). In the other side, the biggest gap of service quality that convinced by jamkesmas patients is tangible (-0,35), and followed by responsiveness (-0,17), reliability (-0,11), emphaty (-0,11), and assurance (-0,03). Based on MANOVA analysis with the significant level 95% showed that there were differentiation service quality at the level of tangible, responsiveness, assurance, and emphaty dimensions on the same time between out of pocket patients and jamkesmas patients (p<0,05).

Kata Kunci : Kualitas pelayanan,Instalasi farmasi,Jamkesmas,Umum,Uji MANOVA, service quality, pharmacy installation, jamkesmas, out of pocket, MANOVA test