Gambaran Kepuasan Masyarakat Terhadap Pelayanan Kefarmasian di Apotek X Banyuwangi

Abstract

Pharmaceutical services are direct, patient-focused services related to pharmaceutical preparations, aimed at achieving specific outcomes to improve patients’ quality of life. Community satisfaction is an important indicator of the quality of these services. This study aimed to determine the level of patient satisfaction with services at X Pharmacy Banyuwangi across five dimensions of service quality: responsiveness, reliability, assurance, empathy, and tangibles. This research employed a descriptive cross-sectional design with a total sample of 190 respondents. The research instrument was a structured Likert-scale questionnaire, analyzed using quantitative descriptive methods. The results showed that the majority of respondents were aged 26–35 years (40,5%), female (69,4%), had a senior high school education (47,3%), house wife (27,3%), visited the pharmacy more than five times (56,8%), and purchased medicine for themselves (73,6%). The level of satisfaction based on the five dimensions indicated categories ranging from satisfied to very satisfied, including the responsiveness dimension with 70% very satisfied, the reliability dimension with 60,5% very satisfied, the assurance dimension with 55,7% very satisfied, the empathy dimension with 62,6% very satisfied, and the tangibles dimension with 72,6% very satisfied. Overall, the community stated that they were very satisfied with the pharmaceutical services provided, indicating that pharmaceutical personnel have delivered good, prompt, and friendly services, and that the pharmacy facilities support patient comfort.