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Oct 13, 2025 by pynkocean.com 7 views

The Effect of Service Quality on Utilization of Pharmaceutical Pharmacy Installation (IFRSUD) Pandan in 2008

Introduction

The quality of health services has become a pressing concern for the community, and hospitals are under increasing pressure to provide effective, efficient, and satisfying services to patients. The pharmaceutical installation of the Pandan Regional General Hospital (IFRSUD) is no exception, and its service quality has been a subject of complaint among patients. In this context, research was conducted to analyze the effect of service quality on the use of IFRSUD Pandan in 2008. This study aims to investigate the relationship between service quality and the utilization of IFRSUD, with a focus on the aspects of physical evidence, reliability, responsiveness, guarantees, and empathy.

Research Background

The quality of service at IFRSUD Pandan has been a concern for patients, with many complaining about the unavailability of drugs needed. This shows the problems that need to be overcome to increase patient satisfaction. The Central Tapanuli District Hospital, where IFRSUD is located, serves a large population and has a significant impact on the health of the community. Therefore, it is essential to improve the service quality at IFRSUD to meet the needs of patients and the community.

Methodology

This study used an analytical approach, employing the cross-sectional method, to collect primary data through interviews with questionnaires. The respondents provided an assessment of various aspects of service, including physical evidence, reliability, responsiveness, guarantees, and empathy. The results of the data were then analyzed using multiple logistics regression tests to determine the effect of each service quality variable on the use of IFRSUD.

Research Result

The results of the analysis show that the majority of respondents gave an unfavorable assessment of the quality of service at IFRSUD Pandan:

Physical Evidence: 33.5% of respondents considered physical evidence not good.
Reliability: 37.5% of respondents considered reliability not good.
Responsiveness: 45% of respondents considered responsiveness unsatisfactory.
Guarantees: 38.5% of respondents considered guarantees not good.
Empathy: 34.5% of respondents considered empathy not good.

With a statistical test, it was found that there was a significant influence between service quality on the use of IFRSUD (P <0.05). The most dominant variable affects the use of IFRSUD is physical evidence with a value of B of 2.955.

Analysis and Implications

This finding confirms the importance of aspects of physical evidence in the quality of health services. Physical evidence includes all elements that can be seen by patients, such as the availability of drugs, cleanliness of the room, and the convenience of facilities. Therefore, it is essential for hospital management to make improvements in this area, by completing the stock of medicines, ensuring cleanliness, and creating a comfortable atmosphere at IFRSUD.

Improving the quality of services at IFRSUD Pandan will not only increase patient satisfaction but also has the potential to increase the use of pharmaceutical services as a whole. Therefore, the recommendation to the Director of Pandan Regional Hospital is to focus on improvement and improving the quality of physical evidence as a first step in improving pharmaceutical services.

Conclusion

Overall, this research shows that there is a significant relationship between service quality and the use of IFRSUD. By prioritizing improvements in the area of physical evidence, it is expected to improve patient experience and support hospital efforts in providing better health services. The findings of this study have implications for hospital management, policymakers, and healthcare professionals, highlighting the importance of service quality in the delivery of healthcare services.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve Physical Evidence: Hospital management should focus on improving physical evidence, including the availability of drugs, cleanliness of the room, and the convenience of facilities.
Enhance Reliability: Hospital management should ensure that the reliability of services is improved, including the accuracy and timeliness of services.
Increase Responsiveness: Hospital management should increase responsiveness to patient needs, including the provision of clear and concise information.
Guarantees: Hospital management should ensure that guarantees are provided to patients, including the provision of clear and concise information about services.
Empathy: Hospital management should ensure that empathy is provided to patients, including the provision of emotional support and understanding.

By implementing these recommendations, hospital management can improve the quality of services at IFRSUD Pandan, increase patient satisfaction, and support hospital efforts in providing better health services.

Limitations of the Study

This study has several limitations, including:

Sample Size: The sample size of this study was limited to 200 patients, which may not be representative of the larger population.
Data Collection: The data collection method used in this study was based on self-reported data, which may be subject to biases and errors.
Analysis: The analysis of the data was based on multiple logistics regression tests, which may not be the most appropriate method for analyzing the data.

Despite these limitations, this study provides valuable insights into the relationship between service quality and the use of IFRSUD, and highlights the importance of service quality in the delivery of healthcare services.

Future Research Directions

Future research should focus on:

Expanding the Sample Size: Future research should aim to expand the sample size to include a larger and more representative population.
Using More Robust Data Collection Methods: Future research should use more robust data collection methods, such as observational studies or experimental designs.
Analyzing the Data Using More Advanced Methods: Future research should analyze the data using more advanced methods, such as structural equation modeling or machine learning algorithms.

By addressing these limitations and expanding the scope of the study, future research can provide more comprehensive and nuanced insights into the relationship between service quality and the use of IFRSUD.
Frequently Asked Questions (FAQs) about the Effect of Service Quality on Utilization of Pharmaceutical Pharmacy Installation (IFRSUD) Pandan in 2008

Q: What is the main objective of this study? A: The main objective of this study is to analyze the effect of service quality on the utilization of IFRSUD Pandan in 2008.

Q: What are the key aspects of service quality that were studied? A: The key aspects of service quality that were studied include physical evidence, reliability, responsiveness, guarantees, and empathy.

Q: What were the findings of the study regarding physical evidence? A: The study found that 33.5% of respondents considered physical evidence not good, indicating a significant issue with the availability of drugs, cleanliness of the room, and convenience of facilities.

Q: What were the findings of the study regarding reliability? A: The study found that 37.5% of respondents considered reliability not good, indicating a significant issue with the accuracy and timeliness of services.

Q: What were the findings of the study regarding responsiveness? A: The study found that 45% of respondents considered responsiveness unsatisfactory, indicating a significant issue with the provision of clear and concise information.

Q: What were the findings of the study regarding guarantees? A: The study found that 38.5% of respondents considered guarantees not good, indicating a significant issue with the provision of clear and concise information about services.

Q: What were the findings of the study regarding empathy? A: The study found that 34.5% of respondents considered empathy not good, indicating a significant issue with the provision of emotional support and understanding.

Q: What was the most dominant variable that affects the use of IFRSUD? A: The most dominant variable that affects the use of IFRSUD is physical evidence, with a value of B of 2.955.

Q: What are the implications of the study's findings? A: The study's findings have significant implications for hospital management, policymakers, and healthcare professionals, highlighting the importance of service quality in the delivery of healthcare services.

Q: What are the recommendations of the study? A: The study recommends that hospital management should focus on improving physical evidence, enhancing reliability, increasing responsiveness, providing guarantees, and providing empathy to patients.

Q: What are the limitations of the study? A: The study has several limitations, including a limited sample size, self-reported data, and the use of multiple logistics regression tests.

Q: What are the future research directions? A: Future research should focus on expanding the sample size, using more robust data collection methods, and analyzing the data using more advanced methods.

Q: What are the practical implications of the study's findings? A: The study's findings have practical implications for hospital management, policymakers, and healthcare professionals, highlighting the importance of service quality in the delivery of healthcare services.

Q: How can the study's findings be applied in real-world settings? A: The study's findings can be applied in real-world settings by hospital management, policymakers, and healthcare professionals, who can use the recommendations to improve service quality and patient satisfaction.

Q: What are the potential benefits of improving service quality at IFRSUD? A: The potential benefits of improving service quality at IFRSUD include increased patient satisfaction, improved health outcomes, and increased utilization of pharmaceutical services.

Q: What are the potential challenges of improving service quality at IFRSUD? A: The potential challenges of improving service quality at IFRSUD include limited resources, lack of expertise, and resistance to change.

Q: How can the study's findings be used to inform policy decisions? A: The study's findings can be used to inform policy decisions by policymakers, who can use the recommendations to develop policies and programs that improve service quality and patient satisfaction.