Diversity and easy access to health enables people to choose health facilities that can provide quality and quality health services. Service quality is related to satisfaction, that is, everything that someone feels. If you want to improve the quality of service, a patient satisfaction level survey is needed. There are five dimensions of service quality to see customer or patient satisfaction known as ServQual. The five dimensions include reliability, responsiveness, assurance, empathy and tangible evidence. This study aims to evaluate customer satisfaction with pharmaceutical services at the AJ Berkah Pharmacy.
This research is a non-experimental research type with a descriptive survey design. The research method used is cross sectional. The sampling technique used was purposive sampling. The sample used was 100 patients buying drugs and redeeming drugs at the Apotek X.
The results of the measurement of the level of satisfaction are the dimensions of reliability 82,92% responsiveness 83,75% assurance 83,25% empathy 84%, tangible 79,92%. So it can be concluded that the results of the study show the average percentage of score interpretation is 82,77% which means in the category very satisfied.
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