ANALISIS TINGKAT KEPUASAN PASIEN JKN RAWAT JALAN TERHADAP PELAYANAN FARMASI DI PUSKESMAS KOTAGEDE II DAN PUSKESMAS UMBULHARJO I YOGYAKARTA MENGGUNAKAN METODE SERVQUAL

Abstract

Indonesian government's efforts to improve public health, one of which is Universal Health Coverage (UHC) program organized by the Social Security Administering health Agency and cooperated with all health facilities in Indonesia. Primary Health Care is a health facility the most widely used and some patients feel dissatisfaction for services offered so that it can be affect the interest for the use of health facilities. The purpose of this study was to know the level of patient satisfaction JKN outpatients health against pharmaceutical service in primary health care Kotagede II and Umbulharjo I based on Servqual dimensions,to know the difference of patient satisfaction at primary health care and determine the relation between sosiodemographic at the level of patient satisfaction JKN outpatient in primary health care Kotagede II and Umbulharjo I. Types of research was analytic observational study using cross sectional design. Sampling was conducted using systematic random sampling with sample size 100 respondents each primary health care. Collecting data using quantitative data from Servqual questionnaires and sociodemographic characteristics of the patients. Data analysis using Chi Square test, Spearman Rank correlation test and Mann Whitney test. Reliability dimension in primary health Kotagede II has the highest satisfaction level, that is 100% and tangible dimension in primary health Umbulharjo I has the highest satisfaction level, that is 96%. Tangible dimension in primary health Kotagede II has the lowest satisfaction level, that is 96% and empathy dimension in primary health Umbulharjo I has the lowest satisfaction level, that is 91%. There is a significant difference between primary health Kotagede II and Umbulharjo I, that are reliability, responsiveness and empathy dimensions of the level patient satisfaction. There is a low correlation between age and the frequency of visits on the level of patient satisfaction in pharmaceutical services in primary health care Kotagede II and Umbulharjo I.