Analysis of The Influence of Service Quality to Outpatient’s Satisfaction at Pharmacy Installation of Kaliwates Hospital

Abstract

Hospital is a full-service private health service institution that provides inpatient, outpatient and emergency care services. Along with the increasing number of the National Health Insurance (JKN) participants, the demands of patients and public will increase the quality of pharmaceutical services quality, requiring an extension of the old paradigm which is oriented to the product (drug oriented) into a new one that is oriented to the patient (patient oriented) with pharmaceutical service philosophy (pharmaceutical care). The purpose of this study was to analyze the patients’ dissatisfaction caused by appearance of the gap between the patient's expectations and the healthcare performance that felt while using the health service. This research was an observational analytic research with cross sectional research design and the sample was taken by using the accidental sampling method by considering the patients who accidentally visited pharmacy installation of Kaliwates General Hospital, with the total amount of 56 respondents on September 4 th rd - 23 2017. Based on the value of regression coefficient with p = 0.000 which the value of p<0.05 it was stated that there was a relationship between service quality with patient satisfaction in general in which the relatioship between service quality variable and patients’ satisfaction was linier.