SWOT Analysis of Strategies for Improving Pharmacy Service Quality at Ibu Fatmawati Soekarno Regional General Hospital, Surakarta

https://doi.org/10.22146/jmpf.101769

Adinda Amalia(1), Ika Purwidyaningrum(2*), Opstaria Saptarini(3)

(1) Faculty of Pharmacy, Universitas Setia Budi, Surakarta; Department of Pharmacy, Faculty of Pharmacy and Health Sciences, Universitas Pendidikan Nasional, Denpasar, Bali
(2) Faculty of Pharmacy, Universitas Setia Budi, Surakarta
(3) Faculty of Pharmacy, Universitas Setia Budi, Surakarta
(*) Corresponding Author

Abstract


Background: Service quality is the company's ability to provide the best service that can be used as a benchmark for how good the level of service provided is in accordance with customer expectations. Efforts to improve service quality at the pharmacy department require a strategy, namely by using the SWOT method.

Objectives: To determine the level of satisfaction between expectations and reality of service quality from both external and internal customers of pharmacy department in RSUD Ibu Fatmawati Soekarno Surakarta and strategies for the improvement.

Methods: The research method used is descriptive with a cross-sectional approach, involving all pharmacy department employees and patients who make drug redemptions with inclusion criteria, namely patients or families of BPJS patients aged ≥17 years and have redeemed drugs at the pharmacy department at least 3 times. The results of the questionnaire obtained will be used to develop strategies for improving service quality.

Results: Results of the patient satisfaction level, of the 5 dimensions, 3 dimensions (Responsiveness, Assurance, Empathy) get positive results which means satisfied. Overall, there’s still a GAP of -0.14 which means that patients are not satisfied with the services provided. The result of the level of job satisfaction is not satisfied with GAP -0.16. The results of the IFAS analysis are positive at 1.15 and positive EFAS at 1.60 so that the IFRS position is in quadrant I which is the most favorable position. Despite low satisfaction levels, significant strengths and opportunities could propel pharmacy into Quadrant I. These opportunities place pharmacy in an “aggressive” position to make improvements, even though current conditions are not satisfactory.

Conclusion: Customers and employees still feel dissatisfied with the service, so the pharmacy department needs an improvement strategy.


Keywords


Improvement strategy; pharmacy department; SWOT Analysis; Service Quality; Job Satisfaction

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DOI: https://doi.org/10.22146/jmpf.101769

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