Hubungan Mutu Pelayanan Kefarmasian dengan Kepuasan Pasien di Apotek Wilayah Kecamatan X Kota Surakarta Tahun 2022

Abstract

Pharmaceutical service quality refers to degree of service perfection that increases patient satisfaction. Pharmacies are required to review several aspects in order to improve quality of pharmaceutical services which include tangibles, empathy, assurance, responsiveness and reliability. The research objective was to determine the correlation between quality of pharmaceutical services and degree of patient satisfaction with pharmaceutical services in pharmacy of X District Surakarta in 2022. This study is a descriptive involved 225 patients and 8 pharmacies in a survey. Pharmaceutical service data is concluded based on quality category of pharmaceutical services in pharmacies. Patient satisfaction was analyzed by comparing the weight of reality and expectations based on variables that affect patient satisfaction. Additionally, it was examined using the SPSS 23 Spearsman's Rho test to see if there was a correlation between caliber of pharmaceutical services and degree of patient satisfaction. In pharmacies of X District Surakarta, the quality of pharmaceutical services received an average score of 63,62% (sufficient) and an average percentage of patient satisfaction levels of 79.55% (satisfied) in 2022. The results of the Spearman's rho correlation test of 0.994 indicate that there is a correlation between quality of pharmaceutical services and level of patient satisfaction.