SWOT Analysis with ServQual Model of Pharmaceutical Services at RSUD Ibu Fatmawati Soekarno Surakarta in 2024

Ayub Adhi Cahyana; Samuel Budi Harsono; Wiwin Herdwiani

doi:10.55927/fjmr.v4i4.151

Authors

Ayub Adhi Cahyana Universitas Setia Budi
Samuel Budi Harsono Universitas Setia Budi
Wiwin Herdwiani Universitas Setia Budi

DOI:

https://doi.org/10.55927/fjmr.v4i4.151

Keywords:

Satisfaction, ServQual, GAP, SWOT, Cartesian

Abstract

The purpose of this study was to determine the level of patient satisfaction with pharmaceutical services partially from five-dimensional parameters, namely physical evidence (tangible), reliability, responsiveness, assurance, empathy and to determine the SWOT improvement strategy in increasing patient satisfaction with pharmaceutical services at RSUD Ibu Fatmawati Soekarno. This study uses a quantitative descriptive method that is prospective with a research instrument in the form of a validated questionnaire. The population of the study was outpatient BPJS patients in all polyclinics with a sample size of 380 respondents. The sampling technique used Purposive Sampling, using the service quality method. Data analysis was carried out by finding the correlation value, namely by comparing the reality and expectations of patients and validity and reliability tests, then an analysis of improvements to pharmaceutical services was carried out using a SWOT analysis. Based on the research conducted, the results of dissatisfaction with the service (negative) on the reliability dimension with a value of (0.17) and responsiveness with a value of (0.17). Then the results of satisfaction with the service (positive) on the tangible dimension with a value of (0.01), assurance with a value of (0.08) and empathy with a value of (0.04) were obtained.

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