TINGKAT KEPUASAN NKONSUMEN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK ZIDAN KECAMATAN WARU KABUPATEN PAMEKASANSUHAN

Abstract

A pharmacy is a means of carrying out pharmaceutical work and a means of distributing pharmaceutical supplies to the public. Pharmacies are the health service facilities that are most visited by patients or many people, because pharmacies are the first referral place for people for treatment. Service quality has five dimensions, (the five dimensions are tangibility (physical evidence), reliability, responsiveness, guarantee and empathy. Measuring service quality is carried out using Servqual (service quality) . ) method The research objective is the level of consumer satisfaction with pharmaceutical services at the Zidan Pharmacy, Waru District, Pamekasan Regency. The method used in this research is to provide or distribute questionnaires to respondents with the aim of seeing the level of patient satisfaction at the Zidan Pamekasan Pharmacy. All questionnaires have been collected. Based on gender, the majority are women, namely 51 people, while there are 49 men. Characteristics of respondents based on education level, the majority at SMA/SMK level, namely 35 respondents, namely 44 respondents, were coming to Zidan Pharmacy for the first time. The results of research on patient satisfaction with pharmaceutical services carried out at the Zidan Pharmacy showed that the majority were satisfied, namely 68 patients out of 100 patients. who came to Zidan Pharmacy or around (68%) from different patient values and perceptions from the results of research on five dimensions of satisfaction. including reliability (reliability) namely 89%, responsiveness (responsiveness) namely 88, guarantee (guarantee) namely 89%, empathy (empathy) 91%, direct evidence (tangible) namely 88%.