Patient Satisfaction Toward Pharmaceutical Services at RSUD dr. Fauziah Bireuen: A SERVQUAL-Based Study
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Abstract
Pharmaceutical services play an important role in the hospital healthcare system because they support the safe, rational, and patient-centered use of medicines. This study aimed to analyze patient satisfaction with pharmaceutical services and its relationship with service quality dimensions, including tangible, reliability, responsiveness, assurance, and empathy, at the Pharmacy Installation of RSUD dr. Fauziah Bireuen. This study used a descriptive survey design with a quantitative approach. The sample consisted of 109 respondents from a population of 150 outpatients, selected using accidental sampling based on the Slovin formula. The research instrument was a SERVQUAL questionnaire that met the reliability requirement, with a Cronbach’s alpha value of 0.89. The results showed that the majority of respondents, namely 56.9%, were dissatisfied with pharmaceutical services. The tangible dimension obtained the highest satisfaction level at 68%, while the assurance dimension obtained the lowest satisfaction level at 45.2%. The Chi-Square test showed that all SERVQUAL dimensions were significantly associated with patient satisfaction (p < 0.05). Responsiveness had the strongest association (Cramer’s V = 0.68), followed by empathy (0.67), tangibles (0.65), reliability (0.55), and assurance (0.51). Therefore, the Pharmacy Installation of RSUD dr. Fauziah Bireuen needs to improve service quality comprehensively, particularly in the aspects of service assurance, clarity of drug information, staff competence, and staff ability to build patient trust.
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