Swamedikasi di Apotek MK: Studi Kepuasan Konsumen - Estu Varesya Maulina; Diah Ratnasari; Norainny Yunitasari (Universitas Lambung Mangkurat, 2023)
Pada pelayanan swamedikasi, Apotek MK sebagai tempat pelayanan kefarmasian harus benar-benar memberikan pelayanan yang maksimal atas kebutuhan dan keluhan yang dirasakan pasien demi mewujudkan kesembuhan pasien. Kualitas pelayanan akan mempengaruhi kepercayaan dan loyalitas pasien kepada apotek tersebut. Dalam rangka untuk menjaga kualitas pelayanan di Apotek MK, perlu dilakukannya penelitian terkait kepuasan konsumen, khususnya mengenai pelayanan swamedikasi. Metode penelitian yang digunakan adalah survei, dengan analisis data yaitu deskriptif kuantitatif. Data penelitian berupa data primer dari hasil penyebaran kuesioner kepada konsumen di Apotek MK. Purposive sampling dipilih sebagai teknik dalam penentuan sampel. Berdasarkan studi yang sudah dilakukan dapat disimpulkan bahwa dari dimensi kehandalan dikategorikan sangat puas (85,56%), dimensi ketanggapan dikategorikan sangat puas (83,28%), dimensi jaminan dikategorikan sangat puas (77,42%), dimensi empati dikategorikan sangat puas (80,44%) dan dimensi bukti fisik dikategorikan sangat puas (82,17%). Rerata dari kepuasan konsumen terhadap kelima dimensi tersebut adalah sebesar (81,77%) atau dikategorikan sangat puas terhadap swamedikasi di Apotek MK. Hal ini didukung oleh data lain terkait loyalitas konsumen yaitu mayoritas kunjungan konsumen swamedikasi di Apotek MK adalah antara 2 sampai 3 kali dan disusul lebih dari 3 kali. Kata Kunci: Survei Kepuasan, Pelayanan Kefarmasian, Pelayanan Non-resep, Metode Servqual, Purposive SamplingIn self-medication services, MK Pharmacy as a place for pharmaceutical services must really provide maximum service for the needs and complaints felt by patients in order to realize their recovery. The quality of service will affect the trust and loyalty of patients to the pharmacy. To maintain the quality of service at the MK Pharmacy, it is necessary to conduct research related to consumer satisfaction, especially regarding self-medication services. The research method used is survey, with data analysis that is descriptive quantitative. Research data in the form of primary data from the results of distributing questionnaires to consumers at MK Pharmacy. Purposive sampling was chosen as a technique in determining the sample. Based on the studies that have been done, it can be concluded that the reliability dimension is categorized as very satisfied (85,56%), the responsiveness dimension is categorized as very satisfied (83,28%), the assurance dimension is categorized as very satisfied (77,42%), the empathy dimension is categorized as very satisfied (80,44%), and the dimension of physical evidence is categorized as very satisfied (82,17%). The mean of consumer satisfaction with the five dimensions is (81,77%) or categorized as very satisfied with self-medication at the MK Pharmacy. This is supported by other data related to consumer loyalty, namely the majority of self-medication consumer visits at the MK Pharmacy are between 2 to 3 times, followed by more than 3 times.