Quality Service Analysis of Pharmacy Department of Cilacap Local Government Hospital and Muhammadiyah Hospital in Karanganyar

  • SAMPURNO SAMPURNO UNIVERSITAS GADJAH MADA
  • AWIK ABRAR AJI UNIVERSITAS GADJAH MADA
  • INDRI KUSUMA DEWI UNIVERSITAS GADJAH MADA

Abstract

An investigation on the quality service at the Pharmacy Department of Cilacap Local Government Hospital (CLGH) and Mohammadiyah Hospital in Karanganyar (MHK) which covered five service dimensions, i.e. reliability, responsiveness, assurance, empathy and tangible factors, has been conducted, The quality of services was analyzes by using the SERVQUAL gap model. The study Was a non-experimental descriptive research. The data were collected using purposive sampling with questionnaires as the research tools. The results showed that in the pharmacy departments, of both CLGH and MHK), the above-mentioned pharmacy service dimensions observed performed below customer expectations. The highest gap score in CLGH is on responsiveness followed by tangible factors, reliability, empathy and assurance. The biggest gap score in MHK is on tangible factors, followed by empathy, assurance, responsiveness and reliability, Loyalty of customer to pharmacy department of CLGH for regular patient is around 50,6%, MHK 39,5%, neutral customer 35,1%, and non-loyal customer 25,4%. The results indicated that both hospitals need to strengthen quality services of their pharmacy departments, particularly on service dimensions which have high score gap.

References

1. Undang Undang Republik Indonesia Nomor 44 Tahun 2009 tentang Rumah Sakit. Diambil dari: http://www. scribd. com/doc/27036452. Diakses bulan Juni 2010.

2. Departemen KesEhatan Rl. Keputusan Menteri Kesehatan RI Nomor 1333/SK/Menkes/XII/1999 tentang Standar Pelayanan RuMah Sakit. Diambil dari: http://www.hukor.depkes.go.id/up prod. Diakses bulan Juni 2010.

3. Departemen Kesehatan Rl. Keputusan Menteri Kesehatan RI Nomor 1197 /Menkes/SK/X/2004 tentang Standar Pelayanan Farmasi di Rumah Sakit. Diambil dari; http://www.scribd.com/ doc/3554331, standar-farRS-1197-2004. Diakses bulan Juni 2010.

4. International Pharmaceutical Federation. Standards for Quality of Pharmacy Services, Good Pharmacy Practice. 1997. Diambil dari: http://www.fip.org /files/fip/statements. Diakses Juni 2010.

5. Sampumo Manajemen Pemasaran Farmasi Yogyakarta: Gadjah Mada University Press; 2009. 92-109.

6. Zeithaml AV, Parasuraman A, Berry L, Delivering Quality Service : Balancing Costurner Perception and Expectations, New York: The Free Press; 1990, p. 2-23

7. Parasuraman A, Zeithaml VA, Berry L. A Conteptual Model of Service Quality and lts Implications for Future Research. Journal of Marketing. 1985. 49: 42-50.

8. Sugiyono. Statistika Untulc Penelitian Bandung: CV Alfabeta; 2007. 48, 68, 348.

9. Lemeshow S, l-losmer DW, Klar J, Lwangan SK. Diterjemahkan oleh Prabowo Dibyo. Besaran Sampel Dalam Penelitian Kesehatan. Yogyakarta: Gadjah Mada University Press; 1997.

10. Hallowell R. The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: an empirical study. International Journal of Service lndustry Management. 1996. 7(4): 27-42.

11. Awik, Abrar A. Analisis Hubungan Antara Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Pelanggan lnstalasi Farrnasi Rumah Sakit RSUD Cilacap [Tesis]. Yogyakaita; Program Pasca Sarjana Fakultas Fannasi Universitas Gadjah Mada; 2010.

12. Dewi IK. Strategi Penguatan Loyalitas Customer Pada lnstalasi Farmasi Rumah Sakit PKU Muhammadiyah Karanganyar [Tesis], Yogyakarta: Program Pasca Sarjaua Fakultas Farmasi Uuiversitas Gadjah Mada. 2009.

13. Zeithaml AV, Bitner MJ, Services Marketing. 2nd ed. North Carolina: Mc. Graw Hill; 1996. hlm.76.
Published
2010-09-30
How to Cite
SAMPURNO, SAMPURNO; AJI, AWIK ABRAR; DEWI, INDRI KUSUMA. Quality Service Analysis of Pharmacy Department of Cilacap Local Government Hospital and Muhammadiyah Hospital in Karanganyar. JURNAL ILMU KEFARMASIAN INDONESIA, [S.l.], v. 8, n. 2, p. 101-107, sep. 2010. ISSN 2614-6495. Available at: <http://jifi.farmasi.univpancasila.ac.id/index.php/jifi/article/view/338>. Date accessed: 17 sep. 2025.
Citation Formats
Issue
Vol 8 No 2 (2010): JIFI
Section
Articles
License

Licencing
All articles in Jurnal Ilmu Kefarmasian Indonesia are an open-access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License which permits unrestricted non-commercial used, distribution and reproduction in any medium.

This licence applies to Author(s) and Public Reader means that the users mays :

  • SHARE:
    copy and redistribute the article in any medium or format
  • ADAPT:
    remix, transform, and build upon the article (eg.: to produce a new research work and, possibly, a new publication)
  • ALIKE:
    If you remix, transform, or build upon the article, you must distribute your contributions under the same license as the original.
  • NO ADDITIONAL RESTRICTIONS:
    You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

It does however mean that when you use it you must:

  • ATTRIBUTION: You must give appropriate credit to both the Author(s) and the journal, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.

You may not:

  • NONCOMMERCIAL: You may not use the article for commercial purposes.

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.