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.