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All Journal JOURNAL OF HEALTH MANAGEMENT RESEARCH
Silvia Haniwijaya Tjokro
STIKES Adi Husada Surabaya
Humanities Health Professions Medicine & Pharmacology Public Health Social Sciences

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Simultaneous Analysis of the SERVQUAL Model's Influence on Patient Satisfaction Level Andiko Hadi Antoargowo; Silvia Haniwijaya Tjokro; Iswati Iswati; Dina Istiana
Journal of Health Management Research Vol 5 No 2 (2026): Journal of Health Management Research
Publisher : Unit Penelitian & Pengabdian Masyarakat STIKes Adi Husada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37036/jhmr.v5i1.720

Abstract

Background: Pharmacy services serve as a medical support unit that acts as the final point of interaction between patients and the hospital before they begin self-care or outpatient treatment. Consequently, the pharmacy department is often a source of dissatisfaction with care. Patient dissatisfaction stems from a significant gap between expectations and the actual experience of pharmaceutical care. This dissatisfaction has a negative impact, leading to a decline in patient loyalty. Aims: This study aims to analyze the partial and simultaneous effects of the SERVQUAL Model on the level of patient satisfaction with pharmacy services. Methods: This study employed a quantitative, analytical cross-sectional design using logistic regression analysis. The sample was selected via simple random sampling from patients receiving pharmaceutical services at Pharmacy Depot 1 of Rumah Sakit Islam Surabaya Jemursari, with a total of 96 respondents. Results: The research results show that the SERVQUAL Model has not partial affect satisfaction in the dimensions of reliability, assurance, tangibles, empathy, and responsiveness. Conversely, the SERVQUAL Model simultaneously affect satisfaction and to be a Performance Needs. Conclusion: Improving quality in a single dimension is not sufficient to influence satisfaction; patients evaluate service quality as an overall experience encompassing all five dimensions.
Co-Authors Andiko Hadi Antoargowo Dina Istiana Iswati Iswati