| Abstraksi |
DESCRIPTION OF THE LEVEL OF PATIENT
SATISFACTION WITH PHARMACEUTICAL SERVICES IN
THE ERA OF THE COVID-19 PANDEMIC AT PAHALA
PHARMACY, SIDOARJO REGENCY FOR THE MONTH OF
FEBRUARY-APRIL 2021
Nisa Nabilah¹ , Andri Priyoheriyanto²
¹Akademi Farmasi Mitra Sehat Mandiri Sidoarjo
²Dosen Akademi Farmasi mitra Sehat Mandiri Sidoarjo
E-mail: nabilahnisa07@gmail.com
ABSTRACT
Satisfaction is the level of one's feelings after comparing the perceived
performance (results) with their expectations. Service recipient satisfaction is
achieved if the service recipient is in accordance with what is needed and
expected, each patient has a different level of service satisfaction. Pharmaceutical
service is a form of service and direct responsibility of the pharmacist profession
in pharmaceutical work to improve the quality of life of patients. The purpose of
this study was to describe the level of patient satisfaction with pharmaceutical
services at Apotek Pahala Sidoarjo using five service variables. This study used a
descriptive design with a population at Apotek Pahala Sidoarjo and obtained a
sample size of 396 respondents. The variable used is the Community Satisfaction
Index (IKM) which uses a nominal measuring scale, these variables are
responsiveness, reliability, assurance, empathy and direct evidence. Data was
collected by distributing questionnaires, the results of which were presented in the
data tabulation table and described descriptively. Resulting in the calculation of
the community satisfaction index, which is 79.9 when converted into a table, the
quality of pharmaceutical services at Apotek Pahala shows the service
performance of category B (good).
Keywords : Consumer Satisfaction, Pharmaceutical Services, Questionnaires,
Pahala Pharmacy |
