Korelasi Pelayanan Kefarmasian dan Citra Rumah Sakit dalam Analisa SWOT Instalasi Farmasi RS Baptis Batu

https://doi.org/10.22146/jmpf.41599

Charina Halim Sugiono(1), Rollando Rollando(2), FX. Haryanto Susanto(3), Eva Monica(4*)

(1) Study Program of Pharmacy, Faculty of Science and Technology, Ma Chung University
(2) Study Program of Pharmacy, Faculty of Science and Technology, Ma Chung University
(3) Study Program of Pharmacy, Faculty of Science and Technology, Ma Chung University
(4) Study Program of Pharmacy, Faculty of Science and Technology, Ma Chung University
(*) Corresponding Author

Abstract


Good pharmacy services are expected to build the positive image of the hospital. This includes the enhancement of competitive advantage among hospitals. The expected output of this research is identifying the effect of three dimensions of pharmacy services; interpersonal relations, therapy management and general satisfaction, to the image of the Baptis hospital, Batu City. The implementation of SWOT analysis is expected to determine the effect between variables, and the hospital can improve the competitive advantage. This study used quantitative and qualitative methods. Quantitative research involved 200 respondents and the method of statistical analysis was Multiple Linear Regression to investigate the effect of pharmacy services on the hospital image. The results of the study prove that pharmacy personnel at the Pharmacy Installation of Baptist Hospital Batu has provided good service, cared for patients, showed respect, and gave their willingness to provide information, education, counseling, and good activities. While the rating is classified as low, but still in good range is the patient's response time which is in the dimensions of general patient satisfaction. Qualitative research used the SWOT analysis and involved pharmacists of the Baptis Hospital. Generally, the result of statistical analysis revealed that the dimensions of pharmacy services have a positive effect on the hospital hospital image, both partially and simultaneously. In addition, the result of SWOT analysis demonstrated that Baptis Hospital is included in the first quadrant, which means the hospital runs a strategy that leads to the growth of the hospital. The hospital is in the perfect position that allows the management to rely on the strength in order to develop rapidly.


Keywords


Pharmaceutical Care; Competitive Advantage; SWOT Analysis

Full Text:

PDF


References

1. Wang G, Lee Y, Chang J. Correlations among Brand Image , Dynamic Capability , Knowledge Management Capability and Competitive Advantage. 2016;5(4):34-42.

2. Singh PP. Comparison of Service Quality between Private and Public Hospitals: Empirical Evidences from Varanasi District in up. Paradigm. 2015;17(1-2):37-46. doi:10.1177/0971890720130105

3. Soltani M, Esfidani MR, Jandaghi G, Soltaninejad N. The Effect of Service Quality on Private Brand Image and Purchase Intention in The Chain Stores of ETKA. World Sci News. 2016;47(2):202-216.

4. Umam S, Handayani SD, Aini Q. Pengaruh Kualitas Jasa Pelayanan Terhadap Citra Instalasi Radiologi di Rumah Sakit Gigi dan Mulut Pendidikan Universitas Muhammadiyah Yogyakarta. J Medicoeticolegal dan Manaj Rumah Sakit. 2014;3(2):1-17.

5. Polat, S., Abat, E., and Tezyurek S. The Perceived Corporate Image of Private Secondary Schools By Students ’ and. Eur J Educ Stud. 2010;2(2):65-76.

6. Wu PCS, Yeh GYY, Hsiao CR. The effect of store image and service quality on brand image and purchase intention for private label brands. Australas Mark J. 2011;19(1):30-39. doi:10.1016/j.ausmj.2010.11.001

7. Laohasirichaikul B, Chaipoopirutana S, Combs H. Effective Customer Relationship Management of Health Care: A Study of Hospitals in Thailand. J Manag Mark Res. 2011;6(1):1-12. www.thannews.th.

8. Wu C-C. The Impact Of Hospital Brand Image On Service Quality, Patient Satisfaction And Loyalty. African J Bus Manag. 2011;5(12):4873-4882. doi:10.5897/AJBM10.1347

9. Sibarani T, Riani AL. The Effect of Health Service Quality and Brand Image on Patients Loyalty, With Patients Satisfaction as Mediating Variable (A Study in VIP Ward of Prof Dr R Soeharso Ortopedics Hospital in Surakarta). Sebel Maret Bus Rev. 2017;2(1):25-42.

10. Kotler P, Keller KL. Marketing Management. Vol 13.; 2009. doi:10.1108/ssmt.2001.21913cab.040

11. Dominici G, Guzzo R. Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. Int J Mark Stud. 2014;2(2):2-12. doi:10.5539/ijms.v2n2p3

12. Tjoe TF, Sarjono H. Strategi Bisnis pada PT CTL Dengan Pendekatan Metode Tows. Binus Bus Rev. 2010;1(2):434. doi:10.21512/bbr.v1i2.1092

13. Sugiyono. Metode Penelitian Manajemen. Bandung: Alfabeta; 2016.

14. Larson LN, Rovers JP, MacKeigan LD. Patient Satisfaction with Pharmaceutical Care: Update of a Validated Instrument. J Am Pharm Assoc (Washington, DC 1996). 2009;42(1):44-50. doi:10.1331/108658002763538062

15. Okpalanma NN, Okonta MJ, Ilodigwe EE. Development and validation of questionnaire for the assessment of pharmaceutical care by community pharmacists in a State in Nigeria. J Biol Agric Healthc. 2013;3(7):16-25.

16. Ghozali I. Aplikasi Analisis Multivariat Dengan Program SPSS. Semarang: Universitas Diponegoro; 2009.

17. Ekiz EH, I-shou U, T D, Rd S. Mapping Out Factors Constraining Tourist Complaints : Hints For Managers Who Wish To Hear More. Asian J Bus Manag. 2009;1(1):6-18.

18. Traverso ML, Salamano M, Botta C, Colautti M, Palchik V, Pérez B. Questionnaire to assess patient satisfaction with pharmaceutical care in Spanish language. Int J Qual Heal Care. 2011;19(4):217-224. doi:10.1093/intqhc/mzm014



DOI: https://doi.org/10.22146/jmpf.41599

Article Metrics

Abstract views : 3283 | views : 11719

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

©Jurnal Manajemen dan Pelayanan Farmasi
Faculty of Pharmacy
Universitas Gadjah Mada
Creative Commons License
View My Stats