Analisis Kepuasan Pasien terhadap Pelayanan Resep di Puskesmas Lubuk Bintialo Tahun 2025
DOI:
https://doi.org/10.57218/jkj.Vol5.Iss2.2558Kata Kunci:
kepuasan pasien, pelayanan resep, puskesmas, SERVQUAL, SMART PLS 4Abstrak
Pelayanan resep merupakan bagian penting dari pelayanan kefarmasian di Puskesmas yang berperan dalam menjamin keselamatan pasien dan mutu layanan. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan pasien serta pengaruh dimensi kualitas pelayanan resep berdasarkan model SERVQUAL terhadap kepuasan pasien di Puskesmas Lubuk Bintialo Kecamatan Batang Hari Leko Tahun 2025. Penelitian ini menggunakan desain deskriptif analitik dengan pendekatan kuantitatif dan rancangan cross-sectional. Populasi penelitian adalah seluruh pasien yang menerima pelayanan resep sebanyak 2.542 pasien, dengan sampel 94 responden yang ditentukan menggunakan teknik accidental sampling. Variabel independen meliputi tangible, assurance, reliability, empathy, dan responsiveness, sedangkan variabel dependen adalah kepuasan pasien. Pengumpulan data dilakukan menggunakan kuesioner tertutup berbasis skala Likert, sedangkan analisis data menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan bantuan SMART PLS 4. Hasil penelitian menunjukkan bahwa dimensi tangible (0.002), reliability (0.004), dan responsiveness (0.004) berpengaruh positif dan signifikan terhadap kepuasan pasien, sedangkan assurance (0.843) dan empathy (0.245) berpengaruh positif namun tidak signifikan. Kesimpulan penelitian ini adalah bahwa kepuasan pasien pelayanan resep di Puskesmas Lubuk Bintialo terutama dipengaruhi oleh bukti fisik pelayanan, keandalan, dan daya tanggap petugas, sehingga peningkatan aspek tersebut perlu menjadi prioritas dalam upaya peningkatan mutu pelayanan kefarmasian.
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