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All Journal Jurnal Kefarmasian AKFARINDO Jurnal Riset Kefarmasian Indonesia Jurnal Kesehatan Farmasi
Widiyanto, Rahmat
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Chemistry Health Professions Immunology & microbiology Medicine & Pharmacology Nursing Public Health Social Sciences

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PENERAPAN CUSTOMER SATISFACTION INDEX (CSI) DAN ANALISIS GAP PADA KUALITAS PELAYANAN KEFARMASIAN DI APOTEK NAROGONG BULAN APRIL 2022 Widiyanto, Rahmat; Umul Angga Brahmono; Bayu Dwi Handono; Azelya Yoshe Martin
Jurnal Kefarmasian Akfarindo Vol 8 No 2 (2023)
Publisher : Akademi Farmasi Indonesia Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37089/jofar.v8i2.208

Abstract

Pengukuran tingkat kepuasan pelanggan merupakan salah satu indikator yang digunakan untuk mengevaluasi kualitas pelayanan di apotek. Kualitas pelayanan apotek sangat berpengaruh terhadap kepuasan pelanggan. Kepuasan pelanggan yang belum tercapai, akan menjadi fokus penting bagi manajemen apotek untuk mengambil kebijakan dalam rangka memperbaiki kualitas pelayanan di apotek. Kepuasan pelanggan merupakan perasaan yang dimiliki pelanggan dan timbul sebagai hasil dari kinerja pelayanan setelah pelanggan membandingkannya dengan apa yang diharapkan. Adanya keluhan pelanggan Apotek Narogong menjadi indicator perlunya mengevaluasi kepuasan pelanggan. Tujuan penelitian ini adalah untuk mengetahui kepuasan dan harapan pelanggan terhadap kinerja pelayanan Apotek Narogong. Metode yang digunakan dalam penelitian ini adalah metode Customer Satisfaction Index (CSI) dan Analisis Gap. Penelitian ini dilakukan dengan metode survei, yaitu dengan yaitu membagikan kuesioner kepada pelanggan apotek. Pengambilan sampel menggunakan teknik purposive sampling. Jumlah sampel penelitian yang diambil adalah 184 responden. Skala yang digunakan adalah skala Likert yang berdasarkan tingkat kepuasan dan kepentingan Hasil penelitian menunjukkan bahwa nilai Customer Satisfaction Index (CSI) terhadap tingkat kepuasan pelanggan adalah sebesar 91,50% termasuk dalam kriteria sangat puas. Nilai gap tertinggi adalah indicator petugas apotek selalu memberikan informasi cara penggunaan obat yang diminta pelanggan dan nilai gap terendah adalah petugas apotek selalu murah senyum dan ramah.
PENERAPAN CUSTOMER SATISFACTION INDEX (CSI) DAN ANALISIS GAP PADA KUALITAS PELAYANAN KEFARMASIAN DI APOTEK SEHAT BERSAMA 2 JAKARTA TIMUR Brahmono, Angga; Susanto, Yugo; Widiyanto, Rahmat; Erzania, Reyfana
Jurnal Riset Kefarmasian Indonesia Vol. 6 No. 2 (2024): Jurnal Riset Kefarmasian Indonesia
Publisher : APDFI (Asosiasi Pendidikan Diploma Farmasi Indonesia)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33759/jrki.v6i2.502

Abstract

Health quality assurance is a very important and fundamental approach or effort in providing health services. One form of service quality in the health service sector is pharmaceutical services in pharmacies. Satisfaction is an important part of pharmaceutical services because it is useful for improving medical health service outcomes. The aim of this research is to analyze customer satisfaction and expectations regarding the performance of pharmaceutical services at Apotek Sehat Bersama 2. The methods used in this research are the Customer Satisfaction Index (CSI) method and Gap Analysis. This research method is a survey, namely by distributing questionnaires to pharmacy customers. The sampling technique was carried out by accidental sampling with 188 respondents. The scale used is a Likert scale based on the level of satisfaction and expectations. The research results show that the Customer Satisfaction Index (CSI) value for customer satisfaction level is 82.4%, which is included in the very satisfied criteria. The highest gap value is an indicator that pharmacy staff understand customer complaints, provide drug/health information clearly and easily understood, always provide information on how to use drugs requested by customers, pharmacy staff are always polite and friendly in providing service to customers and pharmacy staff provide information on usage rules. drugs and side effects that may arise as well as the lowest gap value is that the drug requested by the customer is always available.
BPJS PATIENT SATISFACTION WITH BPJS REFERRAL SERVICES AT KIMIA FARMA PHARMACY 591 ZAMRUD EAST BEKASI Widiyanto, Rahmat; Utama, M. Fathan Nugrah; Prasetya, Niko; Hernawati, Erni
Jurnal Kesehatan Farmasi Vol 7 No 2 (2025): Jurnal Kesehatan Farmasi
Publisher : Jurusan Farmasi, Poltekkes Kemenkes Palembang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36086/jkpharm.v7i2.3001

Abstract

Background: Pharmaceutical services have undergone changes, that was initially focused on drug management (drug-oriented) to comprehensive services that include medication management and clinical pharmacy services aimed at improving patients' quality of life. As one of the flagship programs to improve the quality of services for BPJS Health participants and facilitate access to healthcare for patients with stable chronic conditions who still require long-term medication or nursing care, the implementation of the Back Referral Program (PRB) has been optimized. This study aims to determine the satisfaction level of BPJS participants with the BPJS back referral service at Kimia Farma Pharmacy 591 Zamrud, as assessed through five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Method: This study employed a non-experimental method with a quantitative descriptive design. The sample consisted of 143 respondents selected using purposive sampling. The research instrument was a questionnaire that had been validated and tested for reliability. Results: The results of the study indicate that the dimensions of reliability, responsiveness, empathy, and tangibles obtained fairly good average scores, ranging from 3.97 to 3.98, while the assurance dimension showed the lowest score, at 3.20. The assessment of the five dimensions of respondent satisfaction was mostly at the satisfied level, with 117 respondents (81.82%), followed by very satisfied with 15 respondents (10.49%), fairly satisfied with 11 respondents (7.69%), and none who stated they were dissatisfied or very dissatisfied. Conclusion: Based on the research results, it can be concluded that BPJS back referred patients are satisfied with the services at Kimia Farma Pharmacy 591 Zamrud Bekasi Timur.
Co-Authors Azelya Yoshe Martin Bayu Dwi Handono Brahmono, Angga Erzania, Reyfana Hernawati, Erni Prasetya, Niko Susanto, Yugo Umul Angga Brahmono Utama, M. Fathan Nugrah