Swot Analysis in the Formulation of Strategies for Increasing Outpatient Satisfaction in the Pharmacy Installation of Baptis Hospital, Batu City, 2023

Baiq Astrid Risviarina Hardanty; Jason Merari Peranginangin; Ismi Rahmawati

doi:10.55927/mudima.v6i3.21

Authors

Baiq Astrid Risviarina Hardanty Setia Budi University
Jason Merari Peranginangin Setia Budi University
Ismi Rahmawati Setia Budi University

DOI:

https://doi.org/10.55927/mudima.v6i3.21

Keywords:

Strategy Formulation, Patient Satisfaction, SWOT Analysis

Abstract

Patient satisfaction is the main indicator of the standard of a health facility. Pharmaceutical services in hospital pharmacy installations are one of the service units that must be provided by hospitals. The aim of this research is to determine the level of satisfaction of outpatients at the Pharmacy Installation at Batu City Hospital with five dimensions of servqual, namely: tangible, reliability, assurance, empathy, and responsiveness, to formulate a strategy analysis then using SWOT so that IFRS Baptist Batu City can improve its service. Descriptive quantitative research involved 397 respondents; the data were tabulated to determine the level of satisfaction and gaps in the IFRS Baptist City of Batu. Analysis of questionnaire data was tested for validity and reliability, then different tests using Kolmogorov-Smirnov and Wilcoxon. The results of the analysis of the level of satisfaction of outpatients with the pharmacy installation services at Baptist Hospital, Batu City, showed positive gap values in five dimensions of service quality, namely tangible (+0.18); reliability (+0.15); assurance (+0.19); empathy (+0.13); responsiveness (+0.12), while the results of the Wilcoxon rank test p value <0.05, which means there is a significant difference in satisfaction between reality and patient expectations. The results of the SWOT analysis of IFRS Baptist Batu City, conducted by researchers, indicate that IFRS is in quadrant one, meaning it is implementing an aggressive strategy that leverages its strengths to develop rapidly and supports the SO (Strength-Opportunity) strategy.

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