PROFIL PELAYANAN KEFARMASIAN DAN ANALISIS KEPUASAN KONSUMEN APOTEK DI KECAMATAN SANDEN KABUPATEN BANTUL
Abstract
The increasing degree of health can be realized by improving service quality and customer satisfaction. The standard of pharmaceutical services is a guideline for pharmacists in carrying out professional practice. The quality of pharmaceutical services and better, consumer-oriented pharmaceuticals should continue to improve to meet the ever-changing and increasing needs of society. This research aims to determine the suitability of the implementation of the Ministry of Pharmacy based on Permenkes number 73 year 2016 and consumer satisfaction analysis of pharmacies in the district Sanden Bantul Regency.
This research is done by a descriptive observational method by means of data collection Cross sectional by using 2 questionnaire that was later used to determine the pharmacy ministry aimed at the pharmacist And to know the consumer satisfaction analysis of the pharmaceutical services addressed to consumers.
The results showed that the pharmacist in the district of Sanden has carried out the Ministry of Pharmacy in accordance with Permenkes number 73 year 2016 in accordance with the parts that are the Pharmaceutical Preparations, Medical Devices and Medically Consumables amounting to 81 % including good, Clinical Pharmacy Services amounted to 80% including good enough, Resources of Pharmacy 90% include good, Quality Evaluation of the Pharmaceutical Service by 76% including good enough and overall has achieved conformity of 82% and in good range. Consumer Satisfaction Analysis is measured from 5 dimensions with satisfied results with each percentage of: Reliability 74% including good enough, Responsiveness 68% including good enough, Assurance 76% including good enough, Empathy 60% include less, and Tangible 70% include good enough and overall has reached 69% and entered in the range quite well.