Professional Documents
Culture Documents
Kuesioner Penelitian
KUESIONER
TINGKAT KEPUASAN PASIEN RAWAT JALAN PESERTA
BPJS KESEHATAN TERHADAP PELAYANAN
KEFARMASIAN DI DUA PUSKESMAS DI KOTA MEDAN
PADA BULAN AGUSTUS 2015
Kuesioner ini adalah kuesioner untuk penulisan skripsi di Fakultas Farmasi
Universitas Sumatera Utara (USU), oleh karena itu saya sebagai peneliti akan
sangat berterima kasih jika Bapak/Ibu/Saudara/Saudari bersedia mengisi dan
menjawab setiap pertanyaan dengan suka rela.
6. Pendidikan : SD Diploma
SMP S1
SMA Lain-lain
7. Pekerjaan :
PNS Lain-lain
> Rp 5.000.000,00
51
Universitas Sumatera Utara
Lampiran 1. (Lanjutan)
9. Sudah berapa kali anda datang ke Puskesmas ini :
B. Ketanggapan
Jenis pelayanan Tingkat Kepuasan Pasien
TP KP CP P SP
1. Petugas Apotek cepat tanggap terhadap keluhan
pasien
2. Petugas Apotek mampu memberikan penyelesaiaan
terhadap masalah yang dihadapi pasien
52
Universitas Sumatera Utara
Lampiran 1. (Lanjutan)
C. Keyakinan
Jenis pelayanan Tingkat Kepuasan Pasien
TP KP CP P SP
1. Petugas Apotek mempunyai pengetahuan dan
keterampilan yang baik dalam bekerja
2. Obat yang diproleh terjamin kualitasnya
D. Empati
Jenis pelayanan Tingkat Kepuasan Pasien
TP KP CP P SP
1. Petugas Apotek memberikan perhatiaan terhadap
keluhan pasien
2. Petugas Apotek memberikan pelayanan kepada
semua pasien tanpa memandang status social
3. Pasien merasa nyaman selama menunggu obat
E. Bukti langsung
Jenis pelayanan Tingkat Kepuasan Pasien
TP KP CP P SP
1. Apotek telihat bersih dan rapi
Saran
1.Berikanlah saran /usulan anda atas pelayanan kefarmasian BPJS Kesehatan yang diberikan
kepada anda :
......
53
Universitas Sumatera Utara
Lampiran 2. Uji Normalitas Data Karakteristik Responden Penelitian Puskesmas
Padang Bulan Medan
Cases
Valid Missing Total
N Percent N Percent N Percent
Umur 150 100.0% 0 .0% 150 100.0%
Jeniskelamin 150 100.0% 0 .0% 150 100.0%
Tests of Normality
Kolmogorov-Smirnova Shapiro-Wilk
Statistic df Sig. Statistic df Sig.
Umur .184 150 .000 .865 150 .000
Jeniskelamin .443 150 .000 .575 150 .000
54
Universitas Sumatera Utara
Lampiran 3. Uji Normalitas Data Karakteristik Responden Penelitian Puskesmas
Polonia Medan
Cases
Valid Missing Total
N Percent N Percent N Percent
Umur 150 100.0% 0 .0% 150 100.0%
Jeniskelamin 150 100.0% 0 .0% 150 100.0%
Tests of Normality
Kolmogorov-Smirnova Shapiro-Wilk
Statistic df Sig. Statistic df Sig.
Umur .234 150 .000 .865 150 .000
Jeniskelamin .399 150 .000 .617 150 .000
55
Universitas Sumatera Utara
Lampiran 4. Uji Crosstab serta Uji Chi-square dan Fishers Test Tingkat
Kepuasan Pasien Rawat Jalan Peserta BPJS Kesehatan Puskesmas Padang
Bulan Medan dengan Karakteristik demografi Responden
A. Umur
Crosstab
Score1
Total
puas sangatpuas
Umur 18-30 Count 9 23 32
31-40 Count 7 32 39
41-50 Count 4 38 42
51 tahunkeatas Count 9 28 37
56
Universitas Sumatera Utara
Lampiran 4. Lanjutan
Chi-Square Tests
B. Jenis Kelamin
Crosstab
Score1
Total
puas sangatpuas
Jenis.kelamin laki-laki Count 9 36 45
57
Universitas Sumatera Utara
Lampiran 4. Lanjutan
Chi-Square Tests
C. Pendidikan
Crosstab
Score1
Total
puas sangatpuas
Pendidikan SD Count 4 12 16
% within Pendidikan 25.0% 75.0% 100.0%
% within Score1 13.8% 9.9% 10.7%
% of Total 2.7% 8.0% 10.7%
SMP Count 4 26 30
% within Pendidikan 13.3% 86.7% 100.0%
% within Score1 13.8% 21.5% 20.0%
% of Total 2.7% 17.3% 20.0%
SMA Count 8 37 45
% within Pendidikan 17.8% 82.2% 100.0%
% within Score1 27.6% 30.6% 30.0%
% of Total 5.3% 24.7% 30.0%
Diploma Count 4 18 22
% within Pendidikan 18.2% 81.8% 100.0%
% within Score1 13.8% 14.9% 14.7%
% of Total 2.7% 12.0% 14.7%
SI Count 7 23 30
% within Pendidikan 23.3% 76.7% 100.0%
% within Score1 24.1% 19.0% 20.0%
% of Total 4.7% 15.3% 20.0%
Lain-lain Count 2 5 7
% within Pendidikan 28.6% 71.4% 100.0%
% within Score1 6.9% 4.1% 4.7%
% of Total 1.3% 3.3% 4.7%
Total Count 29 121 150
% within Pendidikan 19.3% 80.7% 100.0%
% within Score1 100.0% 100.0% 100.0%
% of Total 19.3% 80.7% 100.0%
58
Universitas Sumatera Utara
Lampiran 4. Lanjutan
Chi-Square Tests
Asymp. Sig. Exact Sig. Exact Sig.
Value df Point Probability
(2-sided) (2-sided) (1-sided)
a
Pearson Chi-Square 1.801 5 .876 .886
Likelihood Ratio 1.796 5 .877 .885
Fisher's Exact Test 2.239 .835
Linear-by-Linear .367b 1 .545 .554 .298 .049
Association
N of Valid Cases 150
a. 3 cells (25.0%) have expected count less than 5. The minimum expected count is 1.35.
b. The standardized statistic is -.606.
D. Pekerjaan
Crosstab
Score1
sangatpu Total
puas as
Peker Mahasiswa/i Count 0 7 7
jaan % within Pekerjaan .0% 100.0% 100.0%
% within Score1 .0% 5.8% 4.7%
% of Total .0% 4.7% 4.7%
Wiraswasta Count 8 23 31
% within Pekerjaan 25.8% 74.2% 100.0%
% within Score1 27.6% 19.0% 20.7%
% of Total 5.3% 15.3% 20.7%
PNS Count 2 2 4
% within Pekerjaan 50.0% 50.0% 100.0%
% within Score1 6.9% 1.7% 2.7%
% of Total 1.3% 1.3% 2.7%
Pegawaiswasta Count 3 10 13
% within Pekerjaan 23.1% 76.9% 100.0%
% within Score1 10.3% 8.3% 8.7%
% of Total 2.0% 6.7% 8.7%
Iburumahtangga Count 12 54 66
% within Pekerjaan 18.2% 81.8% 100.0%
% within Score1 41.4% 44.6% 44.0%
% of Total 8.0% 36.0% 44.0%
Lain-lain Count 4 25 29
% within Pekerjaan 13.8% 86.2% 100.0%
% within Score1 13.8% 20.7% 19.3%
% of Total 2.7% 16.7% 19.3%
Total Count 29 121 150
% within Pekerjaan 19.3% 80.7% 100.0%
% within Score1 100.0% 100.0% 100.0%
% of Total 19.3% 80.7% 100.0%
59
Universitas Sumatera Utara
Lampiran 4. Lanjutan
Chi-Square Tests
Asymp. Sig. Exact Sig. Exact Sig. (1- Point
Value df
(2-sided) (2-sided) sided) Probability
Pearson Chi-Square 5.666a 5 .340 .329
Likelihood Ratio 6.457 5 .264 .331
Fisher's Exact Test 5.276 .339
Linear-by-Linear Association .465b 1 .495 .510 .267 .041
N of Valid Cases 150
a. 4 cells (33.3%) have expected count less than 5. The minimum expected count is .77.
b. The standardized statistic is .682.
E. Penghasilan
Crosstab
Score1
Total
puas sangatpuas
penghasilan <Rp 1.000.000.,00 Count 2 10 12
% within penghasilan 16.7% 83.3% 100.0%
% within Score1 6.9% 8.3% 8.0%
% of Total 1.3% 6.7% 8.0%
Rp.1.000.000,00 Count 19 91 110
5.000.000,00 % within penghasilan 17.3% 82.7% 100.0%
% within Score1 65.5% 75.2% 73.3%
% of Total 12.7% 60.7% 73.3%
>Rp 5.000.000,00 Count 8 20 28
% within penghasilan 28.6% 71.4% 100.0%
% within Score1 27.6% 16.5% 18.7%
% of Total 5.3% 13.3% 18.7%
Total Count 29 121 150
% within penghasilan 19.3% 80.7% 100.0%
% within Score1 100.0% 100.0% 100.0%
% of Total 19.3% 80.7% 100.0%
Chi-Square Tests
60
Universitas Sumatera Utara
Lampiran 4. Lanjutan
F. Kunjungan
Crosstab
Score1
Total
puas sangatpuas
kunjungan BaruPertama kali Count 4 19 23
Chi-Square Tests
a. 1 cells (16.7%) have expected count less than 5. The minimum expected count is 4.45.
61
Universitas Sumatera Utara
Lampiran 5. Uji Crosstab serta Uji Chi-square dan Fishers Test Tingkat
Kepuasan Pasien Rawat Jalan Peserta BPJS Kesehatan Puskesmas Polonia
Medan dengan Karakteristik demografi Responden
A. Umur
Crosstab
Score1
Total
puas sangatpuas
Umur 18-30 Count 24 1 25
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 5.50.
62
Universitas Sumatera Utara
Lampiran 5. Lanjutan
B. Jenis Kelamin
Crosstab
Score1
Total
puas sangatpuas
Jenis.kelamin laki-laki Count 49 9 58
Chi-Square Tests
a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 12.76.
b. Computed only for a 2x2 table
63
Universitas Sumatera Utara
Lampiran 5. Lanjutan
C. Pendidikan
Crosstab
Score1
Total
puas sangatpuas
Pendidikan SD Count 20 4 24
SMP Count 27 7 34
% within Pendidikan 79.4% 20.6% 100.0%
% within Score1 23.1% 21.2% 22.7%
% of Total 18.0% 4.7% 22.7%
SMA Count 65 20 85
% within Pendidikan 76.5% 23.5% 100.0%
% within Score1 55.6% 60.6% 56.7%
% of Total 43.3% 13.3% 56.7%
Diploma Count 3 2 5
% within Pendidikan 60.0% 40.0% 100.0%
% within Score1 2.6% 6.1% 3.3%
% of Total 2.0% 1.3% 3.3%
SI Count 2 0 2
% within Pendidikan 100.0% .0% 100.0%
% within Score1 1.7% .0% 1.3%
% of Total 1.3% .0% 1.3%
64
Universitas Sumatera Utara
Lampiran 5. Lanjutan
Chi-Square Tests
a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is .44.
b. The standardized statistic is .710.
D. Pekerjaan
Crosstab
Score1
Total
puas sangatpuas
Pekerjaan Mahasiswa/i Count 3 1 4
% within Pekerjaan 75.0% 25.0% 100.0%
% within Score1 2.6% 3.0% 2.7%
% of Total 2.0% .7% 2.7%
Wiraswasta Count 29 8 37
% within Pekerjaan 78.4% 21.6% 100.0%
% within Score1 24.8% 24.2% 24.7%
% of Total 19.3% 5.3% 24.7%
PNS Count 2 1 3
% within Pekerjaan 66.7% 33.3% 100.0%
% within Score1 1.7% 3.0% 2.0%
% of Total 1.3% .7% 2.0%
Pegawaiswasta Count 20 4 24
% within Pekerjaan 83.3% 16.7% 100.0%
% within Score1 17.1% 12.1% 16.0%
% of Total 13.3% 2.7% 16.0%
Iburumahtangga Count 37 13 50
% within Pekerjaan 74.0% 26.0% 100.0%
% within Score1 31.6% 39.4% 33.3%
% of Total 24.7% 8.7% 33.3%
Lain-lain Count 26 6 32
% within Pekerjaan 81.3% 18.8% 100.0%
% within Score1 22.2% 18.2% 21.3%
% of Total 17.3% 4.0% 21.3%
Total Count 117 33 150
65
Universitas Sumatera Utara
Lampiran 5. Lanjutan
Chi-Square Tests
a. 4 cells (33.3%) have expected count less than 5. The minimum expected count is .66.
E. Penghasilan
Crosstab
Score1
Total
puas sangatpuas
penghasilan <Rp 1.000.000.,00 Count 10 4 14
66
Universitas Sumatera Utara
Lampiran 5. Lanjutan
Chi-Square Tests
a. 2 cells (33.3%) have expected count less than 5. The minimum expected count is 1.76.
F. Kunjungan
Crosstab
Score1
Total
puas sangatpuas
67
Universitas Sumatera Utara
Lampiran 5. Lanjutan
Chi-Square Tests
Asymp. Sig. (2- Exact Sig. (2- Exact Sig. (1- Point
Value df
sided) sided) sided) Probability
Pearson Chi-Square .491a 2 .782 .815
Likelihood Ratio .448 2 .799 .815
Fisher's Exact Test .783 .739
b
Linear-by-Linear .191 1 .662 .682 .392 .139
Association
N of Valid Cases 150
a. 3 cells (50.0%) have expected count less than 5. The minimum expected count is 1.32.
b. The standardized statistic is -.436.
68
Universitas Sumatera Utara
Lampiran 6. Perbandingan Tingkat Kepuasan Pasien Antara Pasien Peserta
BPJS Kesehatan Puskesmas Padang Bulan dan Puskesmas
Polonia Medan
NPar Tests
Descriptive Statistics
N Mean Std. Deviation Minimum Maximum
Score1 300 45.64 7.651 35 54
Puskesmas 300 1.50 .501 1 2
Mann-Whitney Test
Ranks
Puskesmas N Mean Rank Sum of Ranks
Score Puskesmas Padang BulanMedan 150 208.91 31336.00
1 PuskesmasPolonia Medan 150 92.09 13814.00
Total 300
Test Statisticsa
Score1
Mann-Whitney U 2489.000
Wilcoxon W 13814.000
Z -11.798
Asymp. Sig. (2-tailed) .000
T-Test
Group Statistics
Std. Error
Puskesmas N Mean Std. Deviation
Mean
69
Universitas Sumatera Utara
70
Universitas Sumatera Utara
71
Universitas Sumatera Utara
72
Universitas Sumatera Utara
73
Universitas Sumatera Utara
74
Universitas Sumatera Utara