INTISARI

MAHENINGSIH, NINIEK. 2018. TINGKAT KEPUASAN PASIEN

TERHADAP PELAYANAN KEFARMASIAN DI PUSKESMAS TANJUNG
KABUPATEN BREBES. PROGRAM STUDI DIII FARMASI.
POLITEKNIK HARAPAN BERSAMA KOTA TEGAL.

Puskesmas adalah unit pelaksana teknis Dinas Kesehatan

Kabupaten/Kota yang bertanggung jawab menyelenggarakan pembangunan
kesehatan disuatu wilayah kerja dan menyelenggarakan pelayanan kesehatan
tingkat pertama secara menyeluruh, terpadu dan berkesinambungan. Tujuan
penelitian ini : untuk mengetahui variabel bebas Tangibles (bukti fisik),
Reliability (realibilitas), Responsiveness (daya tanggap), Assurance (jaminan), dan
Empathy (empati) secara simultan atau bersama-sama berpengaruh terhadap
kepuasan pasien.

Populasi dalam penelitian ini adalah pasien yang berobat rawat jalan ke
Puskesmas Tanjung bulan Desember 2017 – Januari 2018. Pengambilan sampel
akan dilakukan dengan menggunakan metode non-probability sampling dengan
teknik purposive sampling. Metode pengumpulan data yang digunakan dengan
menggunakan kuesioner, instrumen yang digunakan dalam penelitian ini adalah 1
kuesioner yang berisi 5 dimensi kualitas pelayanan dan 1 dimensi kepuasan pasien
analisis data dengan uji t uji F dan uji Regresi (Koefisien determinas).

Berdasarkan hasil penelitian dan pembahasan diperoleh kesimpulan

bahwa kepuasan pasien yang terdiri dari lima dimensi yaitu : bukti langsung
(Tangibles) (2,986), kehandalan (realibility) (3,07), daya tanggap
(responsiveness) (3,056), jaminan (assurance) (2,903), perhatian (empaty) (3,07),
kepuasan pasien (3,1).

Kata kunci : Tingkat Kepuasan, Pelayanan Kefarmasian, Puskesmas

Tanjung.
 ABSTRACT

MAHENINGSIH, NINIEK. 2018. LEVEL OF PATIENTS’

SATISFACTION TOWARD PHARMACEUTICAL SERVICE AT
TANJUNG PUBLIC HEALTH CENTER OF BREBES REGENCY.
RESEARCH. DIPLOMA OF PHARMACY STUDY PROGRAM.
HARAPAN BERSAMA POLYTECHNIC.

Public health center is technical unit of Health Department in regency

or city which is responsible to hold health development in some working area
and hold first class health services thoroughly, unity and continuously. The
purpose of this research is to know the independent variable such as Tangibles,
Reliability, Responsiveness, Assurance, and Empathy which are significance
for customer satisfaction and for knowing the independent variable : Tangibles,
Reliability, Responsiveness, Assurance, and Empathy which are
simultaneously affects patients’ satisfaction.
The population in this study was the outpatient patients who treated
outpatient’s treatment at Tanjung Public Health Center in December 2017 –
Januari 2018. The sampling would be conducted by using non-probability
sampling method and purposive sampling technique by which the sampling did
not give equal opportunities to all members of the population, and set specific
goals in the sample. The data collection method used was based on
questionnaires and the instrument used in this study were questionnaires
containing 5 dimensions of service quality, 1 dimension of patients’ satisfaction
containing specific questions include an effectiveness. The data was analyzed
by t-test, F-test and R Square test.
Based on the research‘s result and discussion, it can be concluded that
patients’ satisfaction consist of five dimensions: direct evidence (Tangibles)
(2,986), reliability (3.07), responsiveness (3.056), assurance ( 2,903), attention
(empathy) (3.07), patient satisfaction (3.1).

Keywords: Level of Satisfaction, Pharmaceutical Services, Tanjung Public

Health Center