PENGARUH MUTU PELAYANAN KEFARMASIAN DAN KOMPETENSI PETUGAS TERHADAP KETERSEDIAAN OBAT, SERTA DAMPAKNYA PADA KEPUASAN PASIEN DI RUMAH SAKIT UMUM DAERAH (RSUD) LABUANG BAJI PROVINSI SULAWESI SELATAN

HANDAYANY, GEMY NASTITY (2017) PENGARUH MUTU PELAYANAN KEFARMASIAN DAN KOMPETENSI PETUGAS TERHADAP KETERSEDIAAN OBAT, SERTA DAMPAKNYA PADA KEPUASAN PASIEN DI RUMAH SAKIT UMUM DAERAH (RSUD) LABUANG BAJI PROVINSI SULAWESI SELATAN. Doctoral thesis, STIESIA SURABAYA.

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Abstract

This study is aimed at examining the influence of the quality pharmaceutical service on patients’ satisfaction, the officers’ competence on drug availibity, the officers’ competence on patients’ satisfaction , and drug availibity on patients’ satisfaction at Labuang Baji Regional General Hospital of South Sulawesi Province. The population of the study is all 1378 patients utilizing the installation at RSUD Labuang Baji of South Sulawesi with 310 respondents as the samples taking by using Slovin formula. By using SEM (Structural Equation Modelling) analysis tool with AMOS 20 program, the study results reveal that 4 (four) of the 5 (five) proposed hypotheses are accepted, while the rest of 1 (one) hypothesis is rejected namely the 4th hypothesis: the officers’ competence has no significant influence on patients’ satisfaction ata pharmacy installation of RSUD Labuang Baji of South Sulawesi Province. Keywords : Quality, Competence, Drug Availability, Satisfaction

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