Evaluation of Patient Satisfaction Levels with Pharmaceutical Services at the Bumi Rahayu Community Health Center Pharmacy

Abstract

This study was conducted to measure patient satisfaction with pharmaceutical services at the Bumi Rahayu Community Health Center Pharmacy. The research employed a descriptive observational method with a survey design.

cross-sectional, involving 50 respondents whose participation was determined through accidental sampling. The instrument used was a questionnaire based on five ServQual dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Data analysis showed that all service dimensions were rated as "very satisfied," with an average satisfaction score of 85.3%. The reliability dimension scored the highest (88%), followed by assurance (86.4%), empathy (85.2%), responsiveness (84.9%), and tangibles (82%). The validity and reliability of the questionnaire were also tested with a Cronbach's Alpha value of 0.915. These findings indicate that the pharmacy services at the community health center have successfully met patient expectations in general. However, improvements in the physical facilities and the delivery of drug information are recommended to support sustainable service quality.