Profil Kepuasan Pasien terhadap Pelayanan Resep menggunakan SERVQUAL, Importance-Performance Analysis, dan Customer Satisfaction Index - Berliana, Shefilla Mangestiti; Yuda, Ana; Rahem, Abdul; Zairina, Elida; Hermansyah, Andi; Nugraheni, Gesnita; Sulistyarini, Arie; Athiyah, Umi (Fakultas Farmasi, Universitas Surabaya, 2026)
Kepuasan pasien merupakan indikator penting mutu pelayanan kefarmasian, khususnya pada pelayanan resep se- bagai titik interaksi langsung antara apoteker dan pasien. Penelitian ini bertujuan menggambarkan profil kepuasan pasien terhadap pelayanan resep pada konteks apotek pendidikan berdasarkan lima dimensi SERVQUAL, yaitu tangibles, reliability, responsiveness, assurance, dan empathy, serta mengidentifikasi kesenjangan harapan-kinerja dan prioritas perbaikan layanan. Desain penelitian adalah observasional analitik dengan pendekatan cross-sectional. Pengumpulan data dilakukan pada Oktober- November 2024 terhadap 100 pasien yang menerima pelayanan resep dan memenuhi kriteria inklusi. Sampel dipilih dengan accidental sampling. Instrumen berupa kuesioner Likert 1-5 yang mengukur harapan (importance) dan kinerja (performance). Analisis data dilakukan menggunakan statistik deskriptif, analisis gap, Importance-Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Mayoritas responden adalah perempuan (66%), berusia 21-30 tahun (37%), berpendidikan SMA/SMK sederajat (58%), dan mahasiswa (57%). Rata-rata skor harapan sebesar 4,73 dan skor kinerja 4,52. Seluruh dimensi menunjuk- kan gap negatif, dengan gap terbesar pada reliability (-0,39) dan terkecil pada tangibles (-0,08). Nilai CSI keseluruhan 91,43% atau kategori sangat puas. Namun, beberapa indikator klinis seperti penjelasan cara penyimpanan obat (-1,18), efek samping obat (-0,83), dan waktu diskusi terapi (-0,36) masih menunjukkan kesenjangan yang bermakna secara praktis. Pasien secara umum sangat puas terhadap pelayanan resep, tetapi hasil gap dan IPA menunjukkan bahwa mutu layanan belum sepenuhnya memenuhi harapan pasien pada aspek informasi klinis dan komunikasi terapi. Perbaikan perlu diarahkan pada standardisasi konseling obat, penguatan peran apoteker, dan pengaturan waktu diskusi agar pelayanan resep tidak hanya dinilai memuaskan, tetapi juga mendukung keamanan penggunaan obat. Patient satisfaction is an important indicator of the quality of pharmaceutical services, particularly prescription services, where direct interaction between pharmacists and patients occurs. This study aimed to describe patient satisfaction with prescription services in a teaching pharmacy context based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy, and to identify expectation-performance gaps and service improvement priorities. This study used an analytical observational design with a cross-sectional approach. Data were collected from October to November 2024 among 100 patients receiving prescription services who met the inclusion criteria. Samples were obtained using accidental sampling. The instrument was a 1-5 Likert-scale questionnaire measuring expectations (importance) and performance. Data were analyzed using descriptive statistics, gap analysis, Importance-Performance Analysis (IPA), and the Customer Satisfaction Index (CSI). Most respondents were female (66%), aged 21-30 years (37%), had a senior high school/vocational school education (58%), and were students (57%). The overall mean expectation score was 4.73 and the mean performance score was 4.52. All SERVQUAL dimensions showed negative gaps, with the largest gap in reliability (-0.39) and the smallest in tangibles (-0.08). The overall CSI was 91.43%, indicating a very satisfied category. However, clinically important indicators such as drug storage instructions (-1.18), explanations of adverse effects (-0.83), and time for therapy discussion (-0.36) showed meaningful practical gaps. Patients were generally very satisfied with prescription services; however, the gap analysis and IPA findings indicate that service quality had not fully met patient expectations, particularly in clinical information and therapeutic communication. Improvement should focus on standardizing medication counseling, strengthening pharmacists roles, and allocating adequate discussion time so that prescrip- tion services are not only perceived as satisfactory but also support medication safety.