FAJAR ANUGERAH DZIKRULLAH, 050412895 (2012) KEPUASAN KLIEN SWAMEDIKASI TERHADAP PELAYANAN KEFARMASIAN DI SATU APOTEK DI SURABAYA. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

Patient satisfaction is one of the indicators to evaluate services. The aim of this study was to measure client satisfaction toward pharmaceutical services for self medication at a pharmacy in Surabaya, East Java, Indonesia, using five quality service variables (reliability, responsiveness, assurance, empathy, and tangibles).Cross sectional study was conducted between February to June 2011 by collecting data from 116 clients who did self medication at one Pharmacy in Surabaya, East Java, Indonesia. Questionnaire was tested for its validity and reliability and samples were selected purposively.Data then analyzed with Importance and Performance Matrix. Client satisfaction was measured by comparing differences in performance and importance indexes value.The result shows that there were 2 variables (8%) were perceived by patients as important with low level of performance including complete selection of medicine and information on how to use the medicine, Whilst 12 variables (48%) were important with high level of performance including location, adequate seating on waiting area with good air circulation and a rubbish bin, neat arrangement of the medicines, availability of medicines, affordable price, good quality product, quick to serve and prepare the medicine, great staff hospitality and availability anytime client in need of drug information. Furthermore 9 variables (36%) were not important with low level of performance including TV and reading materials provided in the waiting area, the availability of counseling area, question concerning allergy, information on how to store medicine, information on duration of medication, information on food to be avoided, information on side effects, information on drug interaction, and consultation provided by pharmacists directly. Lastly, 2 variable (8%) was not important with high level of performance including ability to answer question concerning drug information, and the clarity of the information given.In conclusion, there were some variables need to be improved. However, variables that were perceived as not important by patients does not necessarily mean not important in the view of healthcare professionals.

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