ThesisOpen AccessMetadata saja
2026•Skripsi, Thesis, Disertasi, dan Tugas Akhir
Pharmaceutical services are a benchmark used as a guideline for pharmacists in providing pharmaceutical services. The quality of pharmaceutical services at a pharmacy influences patient satisfaction, ensuring that they meet their expectations. The purpose of this study was to determine the level of patient satisfaction with self-medication services at the K24 Sisingamangaraja Pharmacy in Yogyakarta. The research method used was a descriptive observational method using a questionnaire. The sample consisted of 100 patients who purchased medication and received self-medication services at the K24 Sisingamangaraja Pharmacy. The sampling technique used was purposive sampling. Patient satisfaction was assessed based on five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. The collected data was then analyzed using a percentage formula and interpreted using a Likert scale of satisfaction levels consisting of very dissatisfied 0-20%, dissatisfied 21-41%, quite satisfied 42-62%, satisfied 63-83%, and very satisfied 84-100%. The results and conclusions of this study show that the level of patient satisfaction with self-medication services at the K24 Sisingamangaraja Pharmacy shows a very satisfied category with an average value of 85.23% for the five dimensions.
ThesisOpen AccessMetadata saja
2025•Skripsi, Thesis, Disertasi, dan Tugas Akhir
Patient satisfaction is a form of assessment from patients who receive services provided by pharmacists. Previous research data involving 167 respondents showed that 58.08% (97) of patients were dissatisfied with the services received in terms of responsiveness, reliability, assurance, friendliness, and tangible evidence. This study aims to determine the level of patient satisfaction with self-medication services at Bahagia Kretek Pharmacy in January 2025. A descriptive observational method was used through a questionnaire to obtain more in-depth information regarding patient satisfaction with self-medication services at Bahagia Kretek Pharmacy based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The sample consisted of 94 respondents. Data analysis was conducted using quantitative methods, by evaluating the responses from the questionnaire and calculating the average score of reality and expectations, then comparing them. The results and conclusion of the study on the level of patient satisfaction with self-medication services showed that the reliability dimension scored in the very satisfied category (0.97), responsiveness in the very satisfied category (0.97), assurance in the very satisfied category (0.97), empathy in the very satisfied category (0.98), and tangibles in the very satisfied category (0.98), with an overall average score of 0.97 (very satisfied category).
