JURNAL KESEHATAN Kepuasan Pasien Pada Pelayanan Informasi Obat (PIO) Apotek Astu Putra Cawas Klaten PATIENT SATISFACTION WITH DRUG INFORMATION SERVICES (PIO) ASTU PUTRA PHARMACY CAWAS KLATEN Kepuasan Pasien Pada Pelayanan Informasi Obat (PIO) Apotek Astu Putra Cawas Klaten PATIENT SATISFACTION WITH DRUG INFORMATION SERVICES (PIO) ASTU PUTRA PHARMACY CAWAS KLATEN

Abstract

Patient satisfaction is one of the benchmarks for assessing professional services from the quality

of pharmaceutical services. This study aims to determine patient satisfaction with drug

information services at the Astu Putra Pharmacy, Cawas, Klaten Regency based on the

dimensions of service quality: responsiveness, assurance, empathy, and tangible reliability. The

research method used is descriptive using a questionnaire given to 100 respondents. The data

obtained from the questionnaire was calculated the average percentage of patient satisfaction

and expectations and categorized. The results showed that patient satisfaction was based on the

dimensions of service quality on the reliability dimensionwith the very satisfied category (81%),

the responsiveness dimension with the satisfied category (77.4%), on the assurance dimensionthe

satisfied category (77.8%) , dimensions of empathy (empaty) with a satisfied category (76.9%),

and tangible (tangiable) with a satisfied category (75.7%). From the five dimensions, the

percentage result is 77.76% in the satisfied category. While the results of respondents'

expectations on the five dimensions obtained an average score of 85.98%, which means that

patients feel hope is very important for improving pharmaceutical services at the Astu Putra

Pharmacy, Cawas, Klaten Regency