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Journal : EXCELLENT HEALTH JOURNAL

Analysis Of Patient Satisfaction With Pharmacy Services At Sail Health Center, Pekanbaru Sinata , Novia; Laia, Cindy Oktaviana; Ramadhani, Elsha Fadhika Dwi; Marlina, Leni; Siregar, Lisa Andriyani; Ricardo, Nadira Atiqah
Excellent Health Journal Vol. 3 No. 2 (2025): JUNI 2025
Publisher : LPPI Yayasan Almahmudi Bin Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70437/excellent.v3i2.146

Abstract

Patient satisfaction issues with pharmaceutical installations can vary, including service quality, communication, waiting time, and other factors related to pharmaceutical services. Factors such as reliability, responsiveness, empathy, assurance, and physical evidence greatly influence patient satisfaction. This study aims to describe the level of patient satisfaction with the services provided at the Sail Pekanbaru Health Center Pharmacy Installation. Data were collected through questionnaires given to 50 patients who came for treatment and met the inclusion criteria in the period 28 October - 1 November 2024. The questionnaire was compiled based on the modified SERVQUAL method, with five variables, namely reliability, responsiveness, empathy, assurance, and tangible. Each variable consists of 4 questions. The results of sociodemographic data show that the majority of respondents are aged 17–40 years (52%), female (74%), have secondary education (56%), and work in the informal sector or are unemployed (42%). The results showed that in all dimensions, most respondents were satisfied with the services provided. The highest average level of satisfaction was in the tangible dimension with 42.5% of respondents stating very satisfied, and the lowest in the responsiveness dimension with 26% of respondents stating very satisfied. Although there were some notes on the aspects of supporting facilities and the comfort of the waiting room, in general patients stated that they were satisfied with the pharmaceutical services at the Sail Health Center.
Co-Authors Adela, Syarifah Nur Adriani Susanty Agistia, Nesa Agustini, Tiara Tri Al Farisa, Nayla Al-Fadillah, Annsisya Shafira Alfiana, Heni Amanda, Denisya Anggraini, Dhiva Anggraini, Haryeni Sastra Annisa Annisa Asnila Asnila Astaharie, Shinta Angelia Azhar, Gustika Azizah, Nur Rahmi Azli, Echa Saskia Dachriyanus Delvi Regika Deni Anggraini Devi Safitri Dira Dira Dwi Pratiwi Eliza Fitri Ezuela, Deska Z Fatma Sri Wahyuni Ferelina Santi Firstio Anfasa Mashudi Fitri Mulyani, Fitri Hafizah, Raihatul Hasanah, Sari Uswatun Hazizah, Hazizah Helmi Arifin Idzan, Nur Kamilah Ihsan Ikhtiarudin Imelda Rosalia Indah Denni Pratiwi Indah Wahyuni Indriana, Annisa Chika Ayu Intan Ayu Deswinda K, Della Yunita Sary. Khairani Putri, Khairani Kurnia, Lisa Laia, Cindy Oktaviana Leni Marlina Lestari, Maizurah Risa Lisa Renita M Almurdani Maisarah Maisarah Marisa Nurlita Meiriza Djohari, Meiriza Melanie, Claudy Friesta Melzi Octaviani Mia Audina, Mia Mira Febrina Mistawati, Aida Musdalifah Musdalifah Muthui’ah Muthui’ah Nabela, Nabela Nadia, Putri Ningsih, Rizsari Nisa Aulia Nofriyanti Noveri Rahmawati Nurdina Putri Nurul, Hidayah Pratiwi, Erniza Pratiwi, Wulan Iska Rahimi, Indari Rahma Dona Rahman, Rizki Abi Rahmi, Rizki Asrina Ramadhani, Elsha Fadhika Dwi Ranti, Juliati Rapi, Sari Mayang Repuja, Dira Ricardo, Nadira Atiqah Rizki, Famella Yustika Rosidi, Fatmarzuqni Putri Rusnedy, Rahmayati Safitri, Elsa Sandra, Alya Dwi Sari, Fatwa Aulia Satiya, Selin Faysa Shella Anggraini Siregar, Lisa Andriyani Siti Aisyah Rahmadani Suhada, Zikra Sumbarita, Silvia Suwinda, Elia Syilfia Hasti Titik Maryani Tri, Daniarti Wahidah, Lutfiana Nurul Wirda Hayati Wulandari, Lydia Tri Yadi, Hervi Zikrinnissa, Zikrinnissa