Analysis of pharmaceutical service improvement based on IPA (Importance Performance Analysis) at Pharmacy Kimia Farma Ijen, Malang
Abstract
Pharmaceutical services are direct and responsible services to patients related to pharmacy to achieve real results and improve patients' quality of life. This study aims to analyze the improvement of pharmaceutical services at the Kimia Farma 36 Ijen pharmacy using the IPA (Importance Performance Analysis) method. The method used is descriptive research with a quantitative approach through questionnaire instruments. The SERVQUAL (Service Quality) model was used to measure the pharmaceutical service questionnaire. Sampling by the accidental sampling technique. Questionnaires were distributed to patients or families of patients who redeem prescriptions at the pharmacy in February 2023. The questionnaire refers to the research of Parasuraman, A., Zeithaml, V. A., & Berry adapted to the research context in the pharmacy. The dimensions are empathy, reliability, responsiveness, assurance, and tangibility, which are divided into importance and performance. The IPA method will analyze performance as the X axis and Importance as the Y. The results show that the service aspects require urgent improvement to improve service quality and patient satisfaction. Aspects that need to be improved include product completeness, the physical appearance of the pharmacy building, cleanliness, comfort, and neatness of the pharmacy, as well as the appearance and service of pharmacy officers. Overall, the results of this analysis provide clear guidance on the priorities for improvements that need to be made at Pharmacy Kimia Farma 36 Ijen.
References
[2] Kemenkes RI, “Unit Pelayanan Kesehatan Kemenkes RI,” 2021, Indonesia. Accessed: Jul. 01, 2024. [Online]. Available: https://upk.kemkes.go.id/new/layanan/farmasi
[3] A. P. Parasuraman, V. Zeithaml, and L. Berry, “SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality,” Journal of retailing, Jan. 1988, Accessed: Jul. 01, 2024. [Online]. Available: https://www.researchgate.net/publication/225083802_SERVQUAL_A_multiple-_Item_Scale_for_measuring_consumer_perceptions_of_service_quality
[4] H. Amrullah, S. Satibi, and A. Fudholi, “Analisis Kepuasan Pasien Terhadap Pelayanan Kefarmasian Menggunakan Metode Servqual Berdasarkan Status Akreditasi di Kabupaten Ogan Komering Ilir,” Majalah Farmaseutik, vol. 16, no. 2, p. 193, Jun. 2020, doi: 10.22146/farmaseutik.v16i2.53647.
[5] E. Prihandiwati, M. Muhajir, R. Alfian, and R. Feteriyani, “Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian di Puskesmas Pekauman Banjarmasin,” JCPS (Journal of Current Pharmaceutical Sciences), vol. 1, no. 2, pp. 63–68, Mar. 2018, Accessed: Aug. 01, 2024. [Online]. Available: https://journal.umbjm.ac.id/index.php/jcps/article/view/132
[6] Sugiyono, Statistika untuk Penelitian. Bandung: Alfabeta, 2019.
[7] M. R. Febriansyah, F. A. Nasel, and E. Karlina, “Analisis Dimensi Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan dalam Pelayanan Resep Tunai Di Apotek Kimia Farma 8 Sukabumi,” Jurnal Farmapedia, vol. 1, no. 2, pp. 58–68, 2023.
[8] S. Sylvia, R. Martin, and F. Febriani, “Penerapan Total Quality Management (TQM) Dalam Upaya Meningkatkan Kualitas Dan Kinerja PT. Kimia Farma Tbk,” Jurnal Bina Manajemen, vol. 11, no. 2, pp. 309–328, Feb. 2023, doi: 10.52859/jbm.v11i2.332.
[9] E. Yolana and R. A. Santoso, “Strategi Peningkatan Kualitas Pelayanan Menggunakan Metode Importance Performance Analysis Pada Kimia Farma Apotek 067 Jember,” COMSERVA Indonesian Jurnal of Community Services and Development, vol. 1, no. 9, pp. 605–613, Jan. 2022, doi: 10.36418/comserva.v1i9.122.
[10] E. Eriany, M. Mustakim, and Z. A. Herdiannisa, “Kepuasan pasien terhadap pelayanan kesehatan di Klinik Yayasan Kesehatan Telkom Percetakan Negara Jakarta Pusat,” Journal of Public Health Innovation, vol. 3, no. 02, pp. 122–129, Jun. 2023, doi: 10.34305/jphi.v3i02.725.

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Licencing
All articles in Jurnal Ilmu Kefarmasian Indonesia are an open-access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License which permits unrestricted non-commercial used, distribution and reproduction in any medium.
This licence applies to Author(s) and Public Reader means that the users mays :
- SHARE:
copy and redistribute the article in any medium or format - ADAPT:
remix, transform, and build upon the article (eg.: to produce a new research work and, possibly, a new publication) - ALIKE:
If you remix, transform, or build upon the article, you must distribute your contributions under the same license as the original. - NO ADDITIONAL RESTRICTIONS:
You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
It does however mean that when you use it you must:
- ATTRIBUTION: You must give appropriate credit to both the Author(s) and the journal, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
You may not:
- NONCOMMERCIAL: You may not use the article for commercial purposes.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.