ANALISIS SWOT DALAM PERUMUSAN STRATEGI PENINGKATANKEPUASAN PASIEN RAWAT JALAN INSTALASI FARMASIRUMAH SAKIT ISLAM SAMARINDA

TL;DRAbstract

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 pat

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