HUBUNGAN KUALITAS MUTU PELAYANAN INSTALASI FARMASI TERHADAP KEPUASAN PETUGAS PENGELOLAAN OBAT KABUPATEN/KOTA DI DINAS KESEHATAN PROVINSI JAMBI

ABSTRAK

Kualitas pelayanan merupakan faktor penting dalam meningkatkan kepuasan pengguna layanan kesehatan, di mana Instalasi Farmasi Dinas Kesehatan Provinsi Jambi berperan dalam pengelolaan dan pendistribusian obat ke kabupaten/kota sehingga pelayanan yang baik diharapkan dapat meningkatkan kepuasan petugas pengelolaan obat sebagai pengguna layanan. Penelitian ini bertujuan untuk mengetahui hubungan kualitas mutu pelayanan instalasi farmasi berdasarkan lima dimensi Service Quality (SERVQUAL) yaitu tangibles, reliability, responsiveness, assurance, dan empathy terhadap kepuasan petugas pengelolaan obat. Metode yang digunakan adalah kuantitatif dengan pendekatan korelasional, melibatkan 33 responden dengan teknik total sampling, pengumpulan data melalui kuesioner skala Likert, Analisis menggunakan statistik deskriptif dan uji Rank Spearman’s. Hasil penelitian menunjukkan bahwa mutu pelayanan berada pada kategori baik dan tingkat kepuasan petugas pada kategori tinggi, dengan korelasi sangat kuat dan signifikan antara kualitas pelayanan dan kepuasan (r = 0,887; p < 0,05). Setiap dimensi SERVQUAL juga menunjukkan hubungan signifikan, yaitu tangibles (r = 0,908), reliability (r = 0,876), responsiveness (r = 0,765), assurance (r = 0,847), dan empathy (r = 0,812). Disimpulkan bahwa semakin baik kualitas pelayanan instalasi farmasi, maka semakin tinggi tingkat kepuasan petugas pengelolaan obat di Dinas Kesehatan Provinsi Jambi.
Kata kunci: Kualitas pelayanan, Service Quality (SERVQUAL), instalasi
farmasi, kepuasan petugas, pengelolaan obat.

ABSTRACT

Service quality is a key factor in improving the satisfaction of healthcare service users. The Pharmacy Unit of the Jambi Provincial Health Office plays a role in the management and distribution of medicines to districts and cities; therefore, high-quality service is expected to increase the satisfaction of medication management staff as service users. This study aims to determine the relationship between the quality of pharmacy unit services based on the five dimensions of Service Quality (SERVQUAL)—namely tangibles, reliability, responsiveness, assurance, and empathy—and the satisfaction of medication management staff. The method used was quantitative with a correlational approach, involving 33 respondents using total sampling, data collection via a Likert-scale questionnaire, and analysis using descriptive statistics and Spearman’s rank correlation test. The results showed that service quality was in the “good” category and staff satisfaction in the “high” category, with a very strong and significant correlation between service quality and satisfaction (r = 0.887; p < 0.05). Each SERVQUAL dimension also showed a significant relationship, namely tangibles (r = 0.908), reliability (r = 0.876), responsiveness (r = 0.765), assurance (r = 0.847), and empathy (r = 0.812). It is concluded that the better the service quality at pharmacy facilities, the higher the level of satisfaction among pharmaceutical management staff at the Jambi Provincial Health Office.
Keywords: Service Quality (SERVQUAL), Pharmacy facilities, Staff satisfaction, medication management.