ABSTRACT

LEVEL OF PATIENTS’ SATISFACTION TO THE PHARMACEUTICAL SERVICES

AT THE OUTPATIENT PHARMACY IN DR. MINTOHARDJO HOSPITAL
Pebi Rizkillah Ys
16090

Every citizen has the right to receive health services. In order to obtain the health services, there
are still some obstacles such as a lack of public information systems. Patient satisfaction is very
important to improve the quality of pharmaceutical services. For this reason, a study research was
conducted to observe the level of patient satisfaction related to pharmaceutical services at the
Outpatient Pharmacy in Dr. Mintohardjo Hospital. The aim of this study is to determine the level
of patient satisfaction using a questionnaire method given directly to 100 respondents. The
patients’ level of satisfaction was evaluated using the SERVQUAL model (Service and Quality)
of five service quality variables which consists of several terms such as Tangible, Reliability,
Responsiveness, Assurance and Emphaty. The result of this study showed that The patients’ level
of satisfaction was greatest in the Guarantee / Certainty dimension (80.6%), Physical Facilities
dimension (77.8%), followed by the Empathy dimension (74, 35%), then the Reliability dimension
(72.1%) and the last is the Responsibility dimension (71.4%) so that the average percentage of
Hospital patient satisfaction to the pharmaceutical services at the outpatient Pharmacy in Dr.
Mintohardjo as a whole is 75.25% with the satisfaction classification is satisfied.
Keywords: Pharmaceutical services, patient satisfaction, quality service method.
Number of pages: x + 33, 10 tables, 6 attachments.
References: 5 books, 5 Research journals, 5 websites.