| Summary: | Increase of competition intention force pharmacy department of Samarinda
Islamic Hospital to always concern the needs and the pretension of the patients as
well as always tried to fulfill what patients expected. In order to formulating the
strategy to face the competition, pharmacy department of hospital needs to identify
internal and external sphere. This research was purposed to know the level of
outpatient satisfaction of pharmacy department of Samarinda Islamic Hospital and
formulating strategy to improve outpatient satisfaction.
This research was descriptive research. The data which gathered is quantitative
data (questionnaire) and qualitative (interview result with chief of pharmacy
department of hospital, hospital director, employees, doctors, and supplier).
Analysis in this research was using Servqual and SWOT analysis.
Outpatient satisfaction analysis of Pharmacy department of Samarinda Islamic
Hospital gave negative gap on five service dimensions. Negative gap showed that
patient expectations were higher than work that has given by pharmacy department
of hospital so patient satisfactions were not yet achieve. Gap point dimension of
services from the highest to the lowest in a row, tangibles (-0,29), responsiveness
(-0,22), reliability (-0,13), assurance (-0,11), empathy (-0,08). Result of SWOT
analysis based on analysis of internal and external sphere of pharmacy department
of Samarinda Islamic Hospital showed that pharmacy department of hospital had
bigger opportunity but in same way face the weaknesses. With SWOT matrix
some of alternative strategies have gotten to be used in order to improve patient
satisfaction is developing structures and infrastructures, determining limitation of
dispensing time, provision of drug information and counseling, and effort to
increase drugs availability.
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