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Abstract
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ABSTRACT
Currently there are many complaints against service quality of BPJS patients in pharmacy
some hospitals. This study aimed to compare the service quality of BPJS outpatient pharmacy
installation at government and and public private hospital Semarang in terms of five dimensions of
SERVQUAL.
This study was an analytic survey research with cross sectional study design. Sample
was BPJS outpatient or patient's family who took the drug in one of the government hospital
Semarang (Tugurejo Hospital’s pharmacy) and one of the public private hospital Semarang
(Sultan Agung Hospital’s pharmacy). The sampling technique used purposive sampling method,
and used questionnaires to collect data. Expectations and performance scores had been analized
used gap analysis and Mann-Whitney test to compare the service quality of BPJS outpatient
pharmacy installation at government and and public private hospital Semarang in terms of five
dimensions of SERVQUAL
The service quality that terms of five dimensions of SERVQUAL in both of two
hospital’s pharmacy installation Semarang could not meet the expectations of BPJS outpatient yet.
The biggest gap according to BPJS outpatient in Sultan Agung Hospital’s pharmacy and Tugurejo
Hospital’s pharmacy Semarang was the dimension of responsiveness with value respectively -0.73
and -0.63. Dimension that has met the expectations of BPJS outpatients Sultan Agung Hospital’s
pharmacy was tangible dimension with value 0.03. There were significant differences between
service quality of BPJS outpatient pharmacy installation at government and and public private
hospital Semarang above tangible (p. 0,000), and reliability dimension (p. 0,000).
Key words : Service quality, Tugurejo Hospital’s pharmacy, Sultan Agung Hospital’s
pharmacy, BPJS outpatient, SERVQUAL
ABSTRACT
Currently there are many complaints against service quality of BPJS patients in pharmacy
some hospitals. This study aimed to compare the service quality of BPJS outpatient pharmacy
installation at government and and public private hospital Semarang in terms of five dimensions of
SERVQUAL.
This study was an analytic survey research with cross sectional study design. Sample
was BPJS outpatient or patient's family who took the drug in one of the government hospital
Semarang (Tugurejo Hospital’s pharmacy) and one of the public private hospital Semarang
(Sultan Agung Hospital’s pharmacy). The sampling technique used purposive sampling method,
and used questionnaires to collect data. Expectations and performance scores had been analized
used gap analysis and Mann-Whitney test to compare the service quality of BPJS outpatient
pharmacy installation at government and and public private hospital Semarang in terms of five
dimensions of SERVQUAL
The service quality that terms of five dimensions of SERVQUAL in both of two
hospital’s pharmacy installation Semarang could not meet the expectations of BPJS outpatient yet.
The biggest gap according to BPJS outpatient in Sultan Agung Hospital’s pharmacy and Tugurejo
Hospital’s pharmacy Semarang was the dimension of responsiveness with value respectively -0.73
and -0.63. Dimension that has met the expectations of BPJS outpatients Sultan Agung Hospital’s
pharmacy was tangible dimension with value 0.03. There were significant differences between
service quality of BPJS outpatient pharmacy installation at government and and public private
hospital Semarang above tangible (p. 0,000), and reliability dimension (p. 0,000).
Key words : Service quality, Tugurejo Hospital’s pharmacy, Sultan Agung Hospital’s
pharmacy, BPJS outpatient, SERVQUAL