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All Journal Jurnal Farmasi Medica (Pharmacy Medical Journal) PMJ
Widya Astuty Lolo
Department of Pharmacy, Sam Ratulangi University
Biochemistry, Genetics & Molecular Biology Chemistry Immunology & microbiology Medicine & Pharmacology Public Health

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ANALISIS KUALITAS PELAYANAN SWAMEDIKASI DI APOTEK WILAYAH KOTA MANADO MENGGUNAKAN PENDEKATAN MYSTERY CUSTOMER Widya Astuty Lolo; Weny Indayany Wiyono; Deby Afriani Mpila; Fridly Manawan; Heru Andika Tatuh
Jurnal Farmasi Medica/Pharmacy Medical Journal (PMJ) Vol. 8 No. 2 (2025): Jurnal Farmasi Medica
Publisher : Sam Ratulangi University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35799/pmj.v8i2.64900

Abstract

Self-medication is an effort by the community to maintain their own health, which can have both positive and negative effects. This study aims to analyse the quality of self-medication services in Manado City using a mystery customer approach. The study was conducted in 96 pharmacies from March to June 2025 using a cross-sectional design. The subjects of this study consisted of pharmacists, pharmacy vocational workers and pharmacy staff. Based on the results of the study, the highest percentages in the demographic data included pharmacy ownership 73.96% (individual), pharmacy location 30,21% (South Manado), time of visit 60,42% (afternoon or evening), disease cases 16,67% (fever), and service providers 46,88% (pharmacy vocational workers). The highest percentages in patient examination and drug information were for whom the drug was intended (57,29%), rational drug use (68,75%), and instructions for use (59,38%). The lowest percentage related to the information provided was on specific medical conditions, one of which was pregnancy (0%). It can be concluded that the quality of self-medication services at pharmacies in the Manado City area varies, mainly depending on the service provider. Keywords: Self-medication, Mystery customer, Patient assessment, Drug selection, Drug information
Co-Authors DEBY AFRIANI MPILA Fridly Manawan Heru Andika Tatuh Weny Indayany Wiyono