ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN PADA PELAYANAN FARMASI DI RUMAH SAKIT JIWA MUTIARA SUKMA MATARAM

Abstract

This study aimed to analyze the factors influencing patient satisfaction with pharmaceutical services at Rumah Sakit Jiwa Mutiara Sukma Mataram. A quantitative approach was employed, utilizing multiple linear regression analysis to examine the effects of service promptness (X1), accuracy of medication dispensing (X2), and clarity of drug-related information (X3) on patient satisfaction (Y).

The results of the partial hypothesis testing (t-test) indicated that all three independent variables had a positive and statistically significant effect on patient satisfaction, with respective significance values of 0.028, 0.046, and 0.040 (p < 0.05). Simultaneously, the F-test results demonstrated that these variables collectively exerted a significant effect on patient satisfaction, with a significance value of 0.012 (p < 0.05). The coefficient of determination (R²) was 0.840, indicating that 84.00% of the variance in patient satisfaction can be explained by service promptness, accuracy of medication dispensing, and clarity of drug information, while the remaining 16.00% is attributable to other factors beyond the scope of the research model. Enhancing the quality of pharmaceutical services through the optimization of these three aspects represents a relevant and strategic approach to improving patient satisfaction.