PROFIL PELAYANAN KEFARMASIAN DAN ANALISIS KEPUASAN KONSUMEN APOTEK DI KECAMATAN BANGUNTAPAN KABUPATEN BANTUL
Abstract
Needs of pharmacy as a health facility in community can increase public health. The existence of pharmacy as one of health care facilities is influenced by distribution and provided services. Pharmaceutical services provided by pharmacy will affect the level of customer satisfaction. One of the indicators of ideal description for pharmaceutical services is Regulation of Health Minister Number 73 in 2016. Related to this, this study aims to provide an overview of pharmacy services and analyze customer satisfaction in pharmacies from Banguntapan District Bantul Regency so it can be material of pharmacy services evaluation and pharmacy consumer satisfaction in Banguntapan District Bantul Regency. This study is a non-experimental research with descriptive method from percentage data using cross sectional approach. The instrument of pharmacy services on this research was compiled based on Regulation of Health Minister Number 73 in 2016 about pharmacy services standards in pharmacies and consumer satisfaction analysis research is based on questionnaires covering five dimensions which are reliability, responsiveness, assurance, empathy, and tangibles. Data was collected through respondents who are pharmacist to see the profile of pharmacy services and pharmacy customers to analyze customer satisfaction. The data of pharmacy services and customer satisfaction obtained is analyzed using descriptive statistics in the form of diagram or percentage table. This study involved 22 pharmacist as samples to review pharmaceutical services in Banguntapan Subdistrict and 315 pharmacy consumers as samples to review customer satisfaction in Banguntapan Subdistrict that met the inclusion criteria. The results of this study indicate that the average percentage of pharmaceutical services in Banguntapan District pharmacies in terms of management of pharmaceutical preparations, medical devices, and consumable medical materials is 77,02%, clinical pharmacy services is 65,45%, pharmaceutical resources is 88,46%, and evaluation of service quality at the pharmacy is 48,70%. The overall results of the average percentage of pharmaceutical services at the Banguntapan District pharmacies is 70,38% or in a sufficient range. The analysis of consumer satisfaction shows that 66,82% of pharmacy visitors in Banguntapan Subdistrict is satisfied with the pharmacy services.