PROFIL PELAYANAN KEFARMASIAN SESUAI DENGAN STANDAR PERMENKES NOMOR 73 TAHUN 2016 DAN ANALISIS KEPUASAN KONSUMEN DI APOTEK YANG TERGOLONG RASIO SEDANG DI KABUPATEN BANTUL
Abstract
The existence of pharmacies in the community can help people in their health improvement efforts. In order to achieve health enhancement, the pharmacy should provide the service that meets the standards so that it is assured of the quality of pharmaceutical services. Good service will increase people's interest in getting service at the pharmacy. The community as a consumer can also assess the extent to which the services gained in accordance with the expectations of society through satisfaction parameters. This research aims to determine the profile of consumer satisfaction level of pharmacy pharmaceutical service and to know the profile of pharmacy pharmaceutical service according to government-defined standards.
This study used a cross sectional descriptive design of an observationally, using a questionnaire as a research instrument. The questionnaire used for consumer satisfaction analysis is aimed at the consumer of the pharmacy using the 5-dimensional service parameters namely: reliability, responsiveness, assurance, empathy, and intangibles. The Pharmaceutical service profile questionnaire is aimed at APSIA pharmacy which refers to the implementation of the pharmaceutical activities contained in the Pharmacy Pharmaceutical Service standard of PerMenKes number 73 year 2016. The Data obtained next is analyzed descriptively presented in the form of diagrams and tables.
From the research obtained the result of consumer satisfaction level of the pharmacy's pharmaceutical services as follows: 54.28% satisfied, 23.94% less satisfied, 19.61% very satisfied, and 2.17% dissatisfied. Results from the Ministry of Pharmacy in accordance with PerMenKes No. 73 year 2016 shows the result is quite with the appropriate percentage of implementation of 71.49% of the 4 indicators of pharmacy pharmaceutical service activities.