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All Journal International Journal of Public Health Science (IJPHS) Pharmaciana: Jurnal Kefarmasian Jurnal Farmasi Sains dan Komunitas JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Journal Of Holistic Nursing Science Jurnal Keperawatan Muhammadiyah Global Health Management Journal JPSCR : Journal of Pharmaceutical Science and Clinical Research CERATA Jurnal Ilmu Farmasi Jurnal 'Aisyiyah Medika Jurnal Aisyah : Jurnal Ilmu Kesehatan Community Empowerment Cendekia Medika : Jurnal Stikes Al-Ma`arif Baturaja Medical Sains : Jurnal Ilmiah Kefarmasian Jurnal Farmasi Sains dan Praktis Urecol Journal. Part E: Engineering Urecol Journal. Part D: Applied Sciences Prosiding University Research Colloquium Borobudur Pharmacy Review Gaster CERATA Medical Sains : Jurnal Ilmiah Kefarmasian Journal of Tropical Pharmacy and Chemistry
Prasojo Pribadi
Universitas Muhammadiyah Magelang, Indonesia
Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mechanical Engineering Medicine & Pharmacology Nursing Physics Public Health Social Sciences Veterinary

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Customer Satisfaction with Community Pharmacy Services and Its Determinant in Indonesia: A Cross-sectional Survey Yuliani, Rizka Prita; Muin, Fathul; Farrukh, Muhammad Junaid; Pribadi, Prasojo
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 14, No 1
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.90552

Abstract

Background: Assessing customer satisfaction and its determinants are important for evaluating the quality of pharmaceutical services and identifying areas for improvement.Objectives: This study aims to evaluate the level of customer satisfaction and identify key factors associated with it.Methods: A cross-sectional study was conducted in 10 pharmacies located in Yogyakarta, Surakarta, and Magelang cities, involving a total of 1,200 customers. Data was collected using a validated patient satisfaction questionnaire from previous study and analyzed using SPSS 20 software. It was interviewed questionnaire that consists of three domains: sociodemographic characteristics, patient satisfaction, and opinions on service improvement in the community pharmacies. The inclusion criteria were customer who received services at community pharmacies between July and August 2021. Customers who were sick and unable to participate in an interview were eliminated from the study.  Results: The average overall satisfaction score obtained was 3.46 (SD ±0.34). The average customer satisfaction scores were as follows: facilities (3.92 ± 0.45), waiting time (3.76 ± 0.59), medicine stocks (3.54 ± 0.61), staff availability (3.25 ± 0.53), and counseling hours (3.18 ± 0.54).Conclusion: Overall, customers are quite satisfied with the community pharmacy services. There is a relationship between age, residence, education level, type of medicine, payment method, and experience in using pharmacy with customer satisfaction level. Community pharmacists should prioritize improving service quality by focusing on enhancing customer counseling and pharmacists’ skills in communication.
Co-Authors . Lolita A.A. Ketut Agung Cahyawan W Abiyana, Setya Rini Achmad Manshur Ali Suyanto Agus Wisudawan A.W Ahmad Faiz Makarim Anggitha, Shelvia Lharas Aninda Tri Yuliasari Arief Kusuma Wardani Arifin Santoso Asmaul Husna Audrea Arnetta Deandra Azis Ikhsanudin Aziza Vira Arunita Basu Swastha Dharmmesta Bunga, Cut Dewi Cut Dewi Bunga Dhuta Sukmarani Diah Kartika Putri Dimas Ariandi Candra Putra Diva Atfal Prayoga Dona Muin Dwi Anggraeni Candrawati, Ira Dwiky Miftahuda Elfride Irawati, Elfride Farahdilla, Dinda Farida, Farida Farrukh, Muhammad Junaid Fathul Muin Fitriana Yuliastuti friski, oktavia Ghozali, MT Hapsari, Widarika Santi Heni Lutfiyati Heni Lutfiyati Heni Lutfiyati, Heni Heni Setyowati Esti Rahayu Heni Setyowati Esti Rahayu Hidayat, Imron Hidayat, Imron Wahyu I Gusti Bagus Wiksuana Imron Hidayat Imron Wahyu Hidayat Imron Wahyu Hidayat Imron Wahyu Hidayat Indah Fortuna Rahmawati Indriatri Septidaryanti Indriyati Hadi Sulistyaningrum Indriyati Hadi Sulistyaningrum Ira Dwi Anggraeni Candrawati Ira Dwi Anggraeni Candrawati, Ira Dwi Anggraeni Jason Merari Peranginangin Kartika Wijayanti Majid, Nur Reviana Makarim, Ahmad Faiz Merari P, Jason Mia Annida Amalia Miftahuda, Dwiky Nesya Jeihan Daniswara Ngesti Rahayu Nia Afifatul Ulya Nora Nur Aini Nur Reviana Majid Nurul Umi Salamah Nurul Umi Salamah oktavia friski Pendri, Widi Wilpa Pratiwi, Erniza Puji Umi Chabibah Puput Widha Puput Widha, Puput Puspita Septi D Puspita Septie Dianita Puspita Septie Dianita Puspita Septie Dianita, Puspita Septie Putra, Dimas Ariandi Candra Putri Diana Savita Putri, Diah Kartika Rahayu, Heny Setyowati Esti Rahayu, Ngesti Rahmawati, Indah Fortuna Rakhmundia Aryo Ratna Wijayatri Rayi Citra Ayu Pangestuti Rianawati, Luluc Rifa Rizqi Azizah Rohmah, Alfiyatu Rohmayanti Rohmayanti Rohmayanti Rohmayanti Safi'a, Winda Alawiyah Salamah, Nurul Umi Santoso, Setiyo Budi Savita, Putri Diana Setiyo Budi Santoso Shelvia Lharas Anggitha Silvia Mareti Siti Rahayu Nurjanah Sodiq Kamal Teguh Utama Teguh Widodo Tiara Mega Kusuma Vaira, Tischa Widarika Santi Hapsari Widya Krisna Murti Winda Alawiyah Safi'a Yulaikah, Ariska Yuliani, Rizka Prita Zaeniyah, Siti