Satisfaction Level of Patients with Self Medication on Drug Information Services in Several Pharmacies of East Surabaya
Abstract
Pharmacy is a facility for pharmaceutical services conducted by pharmacists. One of pharmaceutical
services performed at a pharmacy is swamedication services. The purpose of this study was to determine the
level of satisfaction of swamedication patients in drug information services in several pharmacies in the East
Surabaya Coastal Area, based on fi ve dimensions of service quality, namely reliability, responsiveness, assurance, empathy and tangibles. This cross sectional study using a validated questionnaire instrument. The research sample is swamedication patients who meet the inclusion criteria. Swamedication patients were selected nonrandomly by consecutive sampling method. Data retrieval was carried out in October-December 2018. Data from the fi ve dimensions of service quality were analyzed by the SERVQUAL method. There were 100 patients who performed swamedication services that met the inclusion criteria. The results showed that the average gap between expectation and performance is -0.36 with the largest gap value indicated on the reliability dimension of -0.51. At overall satisfaction level, the results are 89%. The conclusion is that the level of expectations of swamedication patients is higher than the level of performance of drug information services provided by the pharmacy with a good level of patient satisfaction.
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