Yulia Wardati, Soni Spinnori, Ida Erna Widiyawati

EVALUASI KEPUASAN PASIEN TERHADAP APOTEK X DAN Y DI KOTA PONTIANAK

Introduction

Evaluasi kepuasan pasien terhadap apotek x dan y di kota pontianak. Evaluasi kepuasan pasien terhadap kualitas layanan Apotek X dan Y di Pontianak menggunakan model SERVQUAL. Bandingkan tingkat kepuasan dan faktor terkait pelayanan farmasi.

Abstract

The location of the X and Y Pharmacies are close together on one road in the Pontianak Kota sub-district, the service looks the same, but the number of consumers who come is more dominant at the X Pharmacy. To be able to measure the quality of service, it is necessary to evaluate customer satisfaction. This study aims to determine patient satisfaction, assess the relationship between patient characteristics and determine the strength of the relationship characteristics and 5 dimensions to the services of Pharmacy X and Pharmacy Y. The survey was conducted using a cross sectional approach using a validated questionnaire instrument. The level of customer satisfaction was measured using the SERVQUAL (Service Quality) model for 5 dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangible. Respondents in this study were 106 respondents to pharmacy X, while 102 respondents to pharmacy Y. using the method Based on 5 dimensions of service quality the overall average value of 5 dimensions at pharmacy X is 87.5%, while the overall average value of 5 dimensions at pharmacy Y is 56.5%. Based on the che-square test analysis, the value of the relationship between patient characteristics and pharmaceutical services at pharmacies X and Y was obtained, namely at pharmacy X there was a relationship between work (p-value = 0.016) and education (p-value = 0.047) but only work factor (p-value = 0.014) which had a relationship to patient assessment at pharmacy Y. 48, at the pharmacy Y 0.682. In conclusion, in general the patient satisfaction of the studied Pharmacy X was "Very Satisfied", while the patient satisfaction of the studied Pharmacy Y was close to "Quite Satisfied". There is a relationship between work and education on the assessment of patients at pharmacy X, but only the occupational factor has a relationship with the assessment of patients at pharmacy Y. The strength of the characteristic relationship at pharmacies X and Y is strong, but the strength of the relationship based on 5 dimensions at pharmacy X is very strong, while at pharmacy Y it is strong.

Review

This study provides a timely evaluation of patient satisfaction with two proximate pharmacies, X and Y, in Pontianak, motivated by a notable disparity in customer patronage despite their similar locations and apparent services. Utilizing a cross-sectional design and the well-established SERVQUAL model across five dimensions (reliability, responsiveness, assurance, empathy, and tangibles), the researchers aimed to quantify satisfaction levels, assess the influence of patient characteristics, and determine the strength of these relationships. With a robust sample size of 106 respondents for Pharmacy X and 102 for Pharmacy Y, the methodology appears sound for an initial comparative analysis of service quality in a competitive local market. The findings reveal a significant difference in patient satisfaction, with Pharmacy X achieving an "Overall Very Satisfied" rating (87.5% average across dimensions) compared to Pharmacy Y's "Quite Satisfied" rating (56.5%). Furthermore, the study identified specific patient characteristics influencing satisfaction differently between the two pharmacies. At Pharmacy X, both work (p-value = 0.016) and education (p-value = 0.047) showed a significant relationship with patient assessment, whereas at Pharmacy Y, only work (p-value = 0.014) was found to be a significant factor. Interestingly, the study concludes that while the strength of the relationship for patient characteristics was generally strong at both pharmacies, the strength of the relationship based on the five SERVQUAL dimensions was very strong at Pharmacy X but only strong at Pharmacy Y, indicating a more pronounced impact of service quality dimensions on satisfaction at the former. In conclusion, this research offers valuable insights into the dynamics of patient satisfaction in community pharmacies, particularly highlighting the competitive advantage Pharmacy X holds in service quality. For Pharmacy Y, the findings present clear areas for strategic improvement, especially in understanding and enhancing specific SERVQUAL dimensions to elevate patient satisfaction and potentially increase patronage. Future research could delve deeper into the specific aspects of work and education that drive these differential satisfaction levels, and explore qualitative factors contributing to the substantial gap in perceived service quality between the two pharmacies, moving beyond just the presence of a statistical relationship to its underlying reasons.

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