TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK UAD MU V METRO LAMPUNG
Keywords:
Pharmacy, Satisfaction, Pharmaceutical ServicesAbstract
One of the places for health services in Indonesia is a pharmacy. Pharmacy is a means of doing pharmaceutical work to carry out health services. Satisfaction with a person's feelings of pleasure or disappointment arises after comparing perceptions or impressions of theperfo rmance or results of a product and their expectations. This study aims to determine the level of patient satisfaction with pharmaceutical services based on the dimensions of reliability, responsiveness, assurance, empathy and concrete evidence at UAD MU V Metro Lampung Pharmacy. This research method uses a non-experimental research design, with a descriptive design. The technique used in this research is purposive sampling. The data analysis technique uses a questionnaire which is tested for validity and reliability. Analysis of patient satisfaction level scores in this study used the Likert scale answer format. The sample of respondents who met the inclusion criteria of this study were 96 respondents. The results showed that the satisfaction level of the empathy dimension was 84%, tangible evidence was 89%, reliability was 68%, assurance was 65% and responsiveness was 58%. The conclusion of the research is that the average patient satisfaction level is 72% in the category of satisfaction with pharmaceutical services provided to patients.
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References
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