Mutu Pelayanan Kefarmasian di Empat Apotek di Kota Kisaran Kabupaten Asahan
MUTU PELAYANAN KEFARMASIAN DI EMPAT APOTEK DI KOTA
KISARAN KABUPATEN ASAHAN
ABSTRAK
Pelayanan kefarmasian telah mengalami perubahan yang semula hanya
berfokus kepada pengelolaan obat berkembang menjadi pelayanan komprehensif.
Penelitian ini bertujuan untuk mengetahui mutu pelayanan kefarmasian dan
tingkat kepuasan konsumen di empat apotek di Kota Kisaran Kabupaten Asahan.
Penelitian yang dilakukan merupakan penelitian deskriptif cross-sectional
menggunakan metode survei di empat apotek di Kota Kisaran Kabupaten Asahan.
Pengambilan data untuk mutu pelayanan kefarmasian dilakukan dengan mengisi
daftar tilik standar pelayanan kefarmasian meliputi ketenagaan, pelayanan,
administrasi, dan evaluasi mutu pelayanan. Pengambilan data untuk tingkat
kepuasan konsumen dilakukan dengan membagikan kuesioner mencakup 5
dimensi yaitu kehandalan, ketanggapan, keyakinan, empati, dan fasilitas berwujud
kepada 344 responden pada bulan Mei-September 2015. Data yang diperoleh
dianalisis dengan membandingkan persepsi kenyataan dengan harapan yang
digambarkan dalam Diagram Kartesius.
Hasil penelitian menunjukkan bahwa mutu pelayanan kefarmasian di
apotek A memperoleh skor 74, dan apotek B memperoleh skor 76 yang masuk
dalam kategori cukup, apotek C memperoleh skor 56, dan apotek D memperoleh
skor 56 masuk dalam kategori kurang. Tingkat kepuasan konsumen terhadap
pelayanan kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan
adalah sebagai berikut: konsumen merasa puas terhadap kelengkapan obat
95,79%, pengetahuan dan keterampilan 95,08%, kualitas obat 95,40%, kesesuaian
produk obat 97,71%, pelayanan tanpa memandang status sosial 96,88%,
kenyamanan menunggu 94,31%, kebersihan dan kerapian apotek 95,92%,
penataan exterior dan interior ruangan 95,74%, kelengkapan, kesiapan, dan
kebersihan alat 96,91%, serta kebersihan dan kerapian petugas 97,97%.
Berdasarkan hasil penelitian diperoleh kesimpulan bahwa mutu pelayanan
kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan, dua apotek
masuk dalam kategori cukup dan dua apotek masuk dalam kategori kurang.
Tingkat kepuasan rata-rata konsumen apotek terhadap pelayanan kefarmasian di
empat apotek di Kota Kisaran Kabupaten Asahan adalah 93,36% dengan kategori
puas.
Kata Kunci: Mutu pelayanan kefarmasian, tingkat kepuasan, Apotek, kota
Kisaran
vi
Universitas Sumatera Utara
THE PHARMACEUTICAL SERVICE QUALITY AT FOUR
PHARMACIES AT KISARAN KABUPATEN ASAHAN
ABSTRACT
The pharmaceutical service had be developed from the service focus to the
medicine management to the comprehensive service. This research aims to study
the pharmaceutical service quality and satisfaction level of consumers at four
pharmacies at Kisaran Kabupaten Asahan.
This research applies descriptive method. The determining of pharmacy
service quality is determined by fill the standard list of pharmacy services
includes energy, services, administration, and the evaluation of quality services.
The satisfaction of consumers is determined by questionnaire that question
includes 5 dimensions namely reliability, responsiveness, assurance, empathy, and
tangible to 344 respondents on May-September 2015. The collected data was
analyzed by comparing perception of fact and hope which is showed by Cartesian
diagram.
The result of research indicates that the quality of pharmacy service at
pharmacy A has score 74, and pharmacy B has 76 scores included by sufficient
category, pharmacy C has score 56 and pharmacy D has 56 scores included by
less category. The satisfaction of consumers towards of pharmaceutical service
pharmacy at Kisaran Kabupaten Asahan were satisfied with the completeness of
drug (95.79%), knowledge and skills (95.08%), quality of drugs (95.40%), drug
products match (97.71%), order service in spite of social status (96.88%),
comfortability of waiting (94.31%), pharmacy’s cleanliness and tidiness
(95.92%), wiht exterior and interior design (95.74%), completeness, readiness and
cleanliness of tools (96.91%), and cleanliness and tidiness officers (97.97%).
The conclusion of the study showed that the pharmaceutical service of
quality from four pharmacies at Kisaran Kabupaten Asahan, two of four
pharmcies included by sufficient categories and two pharmacies included by less
categories. The average grade of consumers satisfaction towards the
pharmaceutical service at four pharmacies at Kisaran Kabupaten Asahan was
93.36% with a category are satisfied.
Keywords: The pharmaceutical service quality, Satisfaction level, pharmacy,
Kisaran.
vii
Universitas Sumatera Utara
KISARAN KABUPATEN ASAHAN
ABSTRAK
Pelayanan kefarmasian telah mengalami perubahan yang semula hanya
berfokus kepada pengelolaan obat berkembang menjadi pelayanan komprehensif.
Penelitian ini bertujuan untuk mengetahui mutu pelayanan kefarmasian dan
tingkat kepuasan konsumen di empat apotek di Kota Kisaran Kabupaten Asahan.
Penelitian yang dilakukan merupakan penelitian deskriptif cross-sectional
menggunakan metode survei di empat apotek di Kota Kisaran Kabupaten Asahan.
Pengambilan data untuk mutu pelayanan kefarmasian dilakukan dengan mengisi
daftar tilik standar pelayanan kefarmasian meliputi ketenagaan, pelayanan,
administrasi, dan evaluasi mutu pelayanan. Pengambilan data untuk tingkat
kepuasan konsumen dilakukan dengan membagikan kuesioner mencakup 5
dimensi yaitu kehandalan, ketanggapan, keyakinan, empati, dan fasilitas berwujud
kepada 344 responden pada bulan Mei-September 2015. Data yang diperoleh
dianalisis dengan membandingkan persepsi kenyataan dengan harapan yang
digambarkan dalam Diagram Kartesius.
Hasil penelitian menunjukkan bahwa mutu pelayanan kefarmasian di
apotek A memperoleh skor 74, dan apotek B memperoleh skor 76 yang masuk
dalam kategori cukup, apotek C memperoleh skor 56, dan apotek D memperoleh
skor 56 masuk dalam kategori kurang. Tingkat kepuasan konsumen terhadap
pelayanan kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan
adalah sebagai berikut: konsumen merasa puas terhadap kelengkapan obat
95,79%, pengetahuan dan keterampilan 95,08%, kualitas obat 95,40%, kesesuaian
produk obat 97,71%, pelayanan tanpa memandang status sosial 96,88%,
kenyamanan menunggu 94,31%, kebersihan dan kerapian apotek 95,92%,
penataan exterior dan interior ruangan 95,74%, kelengkapan, kesiapan, dan
kebersihan alat 96,91%, serta kebersihan dan kerapian petugas 97,97%.
Berdasarkan hasil penelitian diperoleh kesimpulan bahwa mutu pelayanan
kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan, dua apotek
masuk dalam kategori cukup dan dua apotek masuk dalam kategori kurang.
Tingkat kepuasan rata-rata konsumen apotek terhadap pelayanan kefarmasian di
empat apotek di Kota Kisaran Kabupaten Asahan adalah 93,36% dengan kategori
puas.
Kata Kunci: Mutu pelayanan kefarmasian, tingkat kepuasan, Apotek, kota
Kisaran
vi
Universitas Sumatera Utara
THE PHARMACEUTICAL SERVICE QUALITY AT FOUR
PHARMACIES AT KISARAN KABUPATEN ASAHAN
ABSTRACT
The pharmaceutical service had be developed from the service focus to the
medicine management to the comprehensive service. This research aims to study
the pharmaceutical service quality and satisfaction level of consumers at four
pharmacies at Kisaran Kabupaten Asahan.
This research applies descriptive method. The determining of pharmacy
service quality is determined by fill the standard list of pharmacy services
includes energy, services, administration, and the evaluation of quality services.
The satisfaction of consumers is determined by questionnaire that question
includes 5 dimensions namely reliability, responsiveness, assurance, empathy, and
tangible to 344 respondents on May-September 2015. The collected data was
analyzed by comparing perception of fact and hope which is showed by Cartesian
diagram.
The result of research indicates that the quality of pharmacy service at
pharmacy A has score 74, and pharmacy B has 76 scores included by sufficient
category, pharmacy C has score 56 and pharmacy D has 56 scores included by
less category. The satisfaction of consumers towards of pharmaceutical service
pharmacy at Kisaran Kabupaten Asahan were satisfied with the completeness of
drug (95.79%), knowledge and skills (95.08%), quality of drugs (95.40%), drug
products match (97.71%), order service in spite of social status (96.88%),
comfortability of waiting (94.31%), pharmacy’s cleanliness and tidiness
(95.92%), wiht exterior and interior design (95.74%), completeness, readiness and
cleanliness of tools (96.91%), and cleanliness and tidiness officers (97.97%).
The conclusion of the study showed that the pharmaceutical service of
quality from four pharmacies at Kisaran Kabupaten Asahan, two of four
pharmcies included by sufficient categories and two pharmacies included by less
categories. The average grade of consumers satisfaction towards the
pharmaceutical service at four pharmacies at Kisaran Kabupaten Asahan was
93.36% with a category are satisfied.
Keywords: The pharmaceutical service quality, Satisfaction level, pharmacy,
Kisaran.
vii
Universitas Sumatera Utara