6.1.2 Perhitungan KEANDALAN
1. Kecepatan Pelayanan
Harapan Responden Kenyataan Responden
1 2
3 4
5 1 2
3 4 5
Y -
- 17
53 10
80 X -
- 11 62
7 80
Yi -
- 51
212 50
313
Xi - -
33 248 35 316 Y =
Yi X = Xi
N n
= 313
= 3,91 =
316 = 3.95
80 80
2. Keramahan Petugas
Harapan Responden Kenyataan Responden
1 2
3 4
5 1 2
3 4 5
Y -
- 3
64 13
80 X -
- -
68 12 80
Yi -
- 9
256 65
320 Xi -
- - 272 60 332
Y = Yi
X = Xi N
n =
320 = 4.13
= 332
= 4.15 80
80 3. Kelengkapan Obat
Harapan Responden Kenyataan Responden
1 2
3 4
5 1 2
3 4 5
Y -
- - 64 16 80
X - -
21 54 5 80
Yi -
- - 256
80 336
Xi - -
63 216 25 304 Y =
Yi X = Xi
N n
336 304
= 80
= 4.2 =
80 = 3.8
Dewi Iriyani Sinaga : Laporan Praktek Kerja Profesi Farmasi Komunitas di Apotek Kimia Farma 90 Kisaran, 2009 USU Repository © 2008
4. Kesiapan Membantu
Harapan Responden Kenyataan Responden
1 2
3 4
5 1 2
3 4 5
Y -
- 3
64 13
80 X
- -
- 71
9 80
Yi
- - 9 256 65 330 Xi -
- - 284 45 329
Yi Xi
Y = n
X = n
330 329
= 80
= 4,13 =
80 = 4,11
KETANGGAPAN
5. Cepat Tanggap Harapan Responden
Kenyataan Responden 1
2 3
4 5
1 2 3 4
5 Y
- -
- 75 5 80 X
- -
8 68
4 80
Yi -
- -
300 25
325
Xi - -
24 272 20 316 Yi
Xi Y =
n X =
n 325
316 =
80 = 4,06
= 80
= 3.95
6. Pemberian Solusi Harapan Responden
Kenyataan Responden 1
2 3
4 5
1 2 3 4
5 Y -
- - 74 6 80 X -
- 27 51
2 80
Yi -
- -
296 30
326
Xi - -
81 204 10 295 Y =
Yi X = Xi
n n
= 326
= =
295 =
80 4.07
80 3.69
Dewi Iriyani Sinaga : Laporan Praktek Kerja Profesi Farmasi Komunitas di Apotek Kimia Farma 90 Kisaran, 2009 USU Repository © 2008
KEYAKINAN
7. Pengetahuan dan Kecakapan
Harapan Responden Kenyataan Responden
1 2
3 4
5 1 2
3 4
5 Y
- -
- 68
12
80
X - -
4 72
4 80
Yi -
- -
272 60
352 Xi -
- 12 288 20 320
Y = Yi
X = Xi n
n 352
320 =
80 = 4.40
= 80
= 4.00
8. Komunikasi Efektif
Harapan Responden Kenyataan Responden
1 2
3 4
5 1 2
3 4
5 Y -
- - 74 6 80 X -
- -
72 8 80
Yi - -
- 296
30
326
Xi - -
- 288 40 328 Y =
Yi X = Xi
n n
= 326
= =
328 =
80 4.07
80 4.10
9. Informasi Obat Harapan Responden
Kenyataan Responden 1
2 3
4 5
1 2 3
4 5
Y - - - 60 20 80
X - -
7 69
4 80
Yi - -
- 240
100 340
Xi - -
21 276 20 317 Y =
Yi X = Xi
n N
= 340
= =
317 =
80 4.25
80 3.96
Dewi Iriyani Sinaga : Laporan Praktek Kerja Profesi Farmasi Komunitas di Apotek Kimia Farma 90 Kisaran, 2009 USU Repository © 2008
10. Konsultasi Obat Harapan Responden
Kenyataan Responden 1
2 3
4 5
1 2 3
4 5
Y - - - 66 14 80
X - -
21 55 4 80
Yi - -
- 264 70 334 Xi -
- 63 220 20 303
Y = Yi
X = Xi n
N =
334 =
= 303
= 80
4,18 80
3.79
11. Kualitas Produk