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All Journal Jurnal Riset Kefarmasian Indonesia
Brahmono, Angga
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Health Professions Immunology & microbiology Medicine & Pharmacology Nursing Public Health

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GAMBARAN EFEKTIFITAS PENERAPAN 5 STANDAR OPERASIONAL PROSEDUR (SOP) PELANGGAN DI PBF BINA PRIMA SEJATI JAKARTA BARAT Brahmono, Angga; Saragi, Sahat; Andayani, Nurita
Jurnal Riset Kefarmasian Indonesia Vol. 5 No. 3 (2023): 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.v5i3.396

Abstract

The CDOB guidelines state that in implementing CDOB, one must have an SOP. SOP formulation as a benchmark in assessing the effectiveness and efficiency of agency performance in implementing its work program. The principle of preparing SOPs must also be oriented to the parties served so that they can provide satisfaction to users. It is important for PBF to pay attention to the quality of services provided to pharmacies because it can lead to satisfaction and a positive attitude from customers. The purpose of this study was to determine the effectiveness of implementing 5 customer SOPs at PBF Bina Prima Sejati. The method used in this research is descriptive method with observation. The results of the study showed that the results of the SOP for distributing drugs to new pharmacies were 93.65% carried out by officers; SOP for handling customer complaints has only been implemented 43.81%; SOP for handling counterfeit and suspected counterfeit drugs has only been implemented 80.47%; The SOP for handling new returned drugs was 98.64% carried out by officers and the SOP for handling new recalled drugs was 89.68% carried out by officers. Overall 5 SOPs related to new customers 81.25% are carried out by officers. If it is seen that the effective implementation of the SOP must be 100%, then the implementation of the 5 customer SOPs is not effectively carried out by officers.
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.
Co-Authors Andayani, Nurita Erzania, Reyfana Saragi, Sahat Susanto, Yugo Widiyanto, Rahmat