ANALISIS PENGARUH PERSEPSI PASIEN TENTANG PELAYANAN FARMASI TERHADAP LOYALITAS PASIEN DI APOTEK RAWAT JALAN RUMAH SAKIT STROKE NASIONAL BUKITTINGGI
DOI:
https://doi.org/10.30595/pji.v10i1.775Abstract
ABSTRAK Persepsi adalah suatu proses individu memilih, mengorganisasi dan menafsirkan informasi untuk menciptakan satu gambaran yang berbeda. Loyalitas dipengaruhi oleh komitmen tinggi, kepercayaan, dan pembelian ulang. Tujuan penelitian adalah melihat pengaruh persepsi pasien tentang pelayanan farmasi terhadap loyalitas pasien di apotek rawat jalan Rumah Sakit Stroke Nasional Bukittinggi. Jenis penelitian ini adalah observational research dengan pendekatan cross sectional. Jumlah responden adalah 100 pasien apotek rawat jalan umum. Data dianalisis secara univariat dan bivariat menggunakan uji Chi Square pada tingkat kesalahan 10%. Hasil penelitian menunjukkan persepsi pasien tentang 6 variabel pelayanan farmasi yaitu penampilan (p value= 0,259), kemudahan layanan (p value= 0,513), ketersedian obat (p value= 0,126), kecepatan layanan (p value= 0,126), kompetensi petugas (p value= 0,272) dan pemberian informasi obat (p value= 0,369) tidak ada hubungan yang bermakna dengan loyalitas pasien. Hanya variabel keramahan petugas (p value = 0,000) yang ada hubungan yang bermakna dengan loyalitas pasien. Kata kunci: persepsi, loyalitas pasien, pelayanan farmasi. ABSTRACT Perception is an individual process of selecting, organizing and interpreting information to create a different picture. Loyalty is influenced by the high commitment, trust and repeat purchase. The research objective look at the influence of the patient's perception of pharmacy services to the loyalty of patients in outpatient pharmacy of National Stroke Hospital in Bukittinggi. The study was observational research with cross sectional approach. The number of respondents was 100 patient general outpatient pharmacy. Data were analyzed using univariate and bivariate Chi Square test at an error rate of 10%. Results showed patient’s perceptions about 6 variables pharmacy services, namely appearance (p value = 0.259), ease of service (p value = 0.513), availability of drugs (p value = 0.126), speed of service (p value = 0.126), competence of personnel (p value = 0.272) and the provision of drug information (p value = 0.369) there was no significant correlation with patient loyalty. Only variables hospitality workers (p value = 0.000) that there is a significant association with patient loyalty. Key words: perception, patient loyalty, pharmacy services.References
Daniel, W.W., 1999. Biostatistics: a foundation for analysis in the health sciences. 7th edition. New York: John Wiley&Sons.
Robbins, S.P., Judge, A.T., 2008. Perilaku organisasi. Jilid I Edisi XII. Jakarta: Salemba Empat.
Naing, L., Winn, T., Rusli, B.N., 2006. Practical issues in calculating the sample size for prevalence studies. Archives of Orofacial Sciences, 1:9-14.
Santoso, S., 1999. SPSS: Mengolah data statistik secara professional. Jakarta: PT. Elex Media Komputindo.
Departemen Kesehatan RI, 2006. Standar pelayanan farmasi di rumah sakit. Jakarta: Departemen Kesehatan RI.
Engel, J., Blackwill, R., Miniard, W., 1993. Perilaku konsumen. Edisi VI. Jakarta: Binapura Aksara.
Griffin, J., 2003. Costumer loyality: menumbuhkan dan mempertahankan kesetiaan pelanggan. Jakarta: PT. Erlangga.
Quick, J.D., Hogerzeil, H.V., Rankin, J.R., Dukes, M.N.G., Laing, R., Garnett, A., O’Connor, R.W., 1997. Managing drug supply: the selection, procurement, distribution and use of pharmaceuticals. Edisi kedua. Connecticut: Kumarian Press.
Zeithaml, V.A., Parasuraman, A., Berry, L.L., 1990. Delivering quality service: balancing customer perception and expectation. New York: The Free Press.
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
