EVALUASI KEPUASAN KONSUMEN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK KOTA YOGYAKARTA

Abstract

Customer satisfaction with pharmaceutical care in pharmacy can be measured by comparing the expectations of consumers on the quality of pharmacy services desired by the fact that it received. This study was aimed to identify the dimensions of the expected quality of pharmaceutical care, is considered important, and which has a good performance with a model of quality pharmaceutical care to costumer at pharmacy in Yogyakarta. This study was observational descriptive method and the results are presented with quadrant diagram. The results showed that the costumer at pharmacy in Yogyakarta satisfied with pharmaceutical care in Tangible and Empathy dimension. The Tangible and Empathy dimensions are in quadrant II of the diagram. Howefer, the Assurance, Responsiveness and Reliability dimension, costumers less satisfied because the assume of patients if the pharmacy performance is still lower than the expectations of consumers. That showed the Assurance, Responsiveness and Reliability dimensions are in quadrant III of the diagram.

Keywords

• costumer satisfaction
• pharmaceutical care
• pharmacy