PROFIL PELAYANAN KEFARMASIAN DAN ANALISIS KEPUASAN KONSUMEN APOTEK KECAMATAN KASIHAN KABUPATEN BANTUL
Abstract
Pharmacy is one of health facilities that provide pharmacy services to the public. The activities provided can be a clinical and managerial service that is standardized to the regulation Peraturan Menteri Kesehatan (Permenkes) Number 73 in 2016. One way to know how well the services provided the pharmacy can be done with knowledge of customer satisfaction. The purpose of this study is to know pharmaceutical services and costumer satisfaction given at the pharmacy at Kasihan.
This study is a descriptive non experimental study with cross sectional. Related to the service of Pharmacist assessed by using a questionnaire based on Permenkes No.73 in 2016 and costumer satisfaction using questionnaires containing 5 dimensions, there are tangible, dimension of reliability, dimension of responsiveness, dimension of assurance, and empathy. The Data was analyzed descriptively and presented in the form of tables and diagrams to determine the percentage of each indicator of Pharmaceutical service and the percentage of costumer satisfaction.
The samples in this study was 308 samples for customer statisfaction collected from 14 pharmacy at the Kasihan Subdistrict and 14 pharmacist as samples to review pharmaceutical services. Based on the results of the questionnaire, obtained a result of 69,40% of the pharmaceutical services conducted by the pharmacy already in accordance with Permenkes Number 73 in 2016 which includes the management of pharmaceutical preparations, medical devices, Medical equipment consumables, pharmaceutical services Clinics, pharmaceutical resources, and the evaluation of the quality of pharmacy services. While the customer satisfaction gained a result of 80,2% of consumers who came to be satisfied with the services provided by the pharmacist at the pharmacy.