RIZKA AULIA HANUROSIDA, 050212578 (2011) KEPUASAN KLIEN TERHADAP PELAYANAN OBAT DENGAN RESEP DI SATU APOTEK WILAYAH SURABAYA TIMUR. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

One of pharmacy services in pharmacies is a prescription drug services. To find out how successfull of pharmacists in providing pharmaceutical services required in-depth studies relating to evaluation of quality or the quality of service, which will be related to client satisfaction, therefore need to conduct research on client satisfaction prescription drug services at pharmacies to evaluate the quality of service that has been done. The aim of this study was to measure clients satisfaction toward prescription drug services at one pharmacy in East Surabaya using five variables of service quality (tangibles, emphaty, reliability, responsiveness and assurance). Cross sectional study was conducted in August 2011 by collecting data from 78 clients who received prescription drug service at one pharmacy in East Surabaya. The 78 clients were selected by purposive sampling method. Data were analyzed by Importance and Performance Matrix using Microsoft Excel. Client satisfaction was measured by comparing differences in performance and importance indexes value. Results showed that 2 (8,3%) variables were perceived as importance by clients but showed low level of performance to include service to client provided soon after they arrive on the counter and speed of dispensing time. Meanwhile 11 (45,8%) variables was importance with high level of performance including pharmacy strategic location, clean and comfortable waiting area, the availability of counselling area, pharmacist’s or staff politeness and friendliness, pharmacist’s or staff performance in answering question in good manner, information on how to use the medication, information given regarding waiting time of drug preparation, pharmacist’s attendance, pharmacist dispense the medication to clients and the drugs given never exceeded expiration time. Furthermore 10 (41,7%) variables were not importance with low level of performance including adequate seat on waiting area, waiting area with TV, reading magazines provided in the waiting area, question concerning medication history, information given on when precisely to take the medicine, information on side effects, information on food and drink to be avoided, information of duration medication, information given how to store medicine and completeness of drug in pharmacy. Lastly, 1 (4,2%) variables was not important with high level of performance including pharmacy always open on schedule. In conclusion, there were variables to be improved. However, variables that were perceived as not important by clients does not necessarily mean not important in the view of healthcare professionals.

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