Hubungan Pelayanan Prima dengan Kepuasan Pasien Rawat Jalan di Instalasi Farmasi Rumah Sakit Umum Hidayah Boyolali

Abstract

Excellent service is an essential factor in improving patient satisfaction with pharmaceutical services in hospitals. This study aimed to determine the relationship between excellent service and outpatient satisfaction at the Pharmacy Installation of Hidayah General Hospital, Boyolali. This study employed a quantitative approach with a cross-sectional design. The study population consisted of all outpatients who received services at the Pharmacy Installation of Hidayah General Hospital, Boyolali, in 2025, totaling 40,193 patients. A sample of 100 respondents was selected using a purposive sampling technique. Data were collected through a questionnaire that had been tested for validity and reliability. Data analysis included univariate analysis and bivariate analysis using the Spearman Rank correlation test. The results showed that excellent service was predominantly categorized as fairly good, accounting for 48 respondents (48%), followed by good (46 respondents; 46%) and poor (6 respondents; 6%). Patient satisfaction was mostly categorized as fairly satisfied, with 54 respondents (54%), followed by very satisfied (41 respondents; 41%) and less satisfied (5 respondents; 5%). The Spearman Rank test revealed a correlation coefficient of 0.602 with a significance value of 0.000 (p<0.05), indicating a strong and statistically significant positive relationship between excellent service and outpatient satisfaction. The better the quality of excellent service provided, the higher the level of patient satisfaction with pharmaceutical