Research Article
Servqual Scale to Investigate Patient Satisfaction of Pharmaceutical Service at Private Dental Hospital, Jakarta, Indonesia
@INPROCEEDINGS{10.4108/eai.11-10-2021.2319535, author={Ilham Arief and Andriyani Rahmah Fahriati and Nurul Kartikasari}, title={Servqual Scale to Investigate Patient Satisfaction of Pharmaceutical Service at Private Dental Hospital, Jakarta, Indonesia}, proceedings={Proceedings of the 6th Batusangkar International Conference, BIC 2021, 11 - 12 October, 2021, Batusangkar-West Sumatra, Indonesia}, publisher={EAI}, proceedings_a={BIC}, year={2022}, month={8}, keywords={patient satisfaction; pharmaceutical service; dental hospital}, doi={10.4108/eai.11-10-2021.2319535} }- Ilham Arief
Andriyani Rahmah Fahriati
Nurul Kartikasari
Year: 2022
Servqual Scale to Investigate Patient Satisfaction of Pharmaceutical Service at Private Dental Hospital, Jakarta, Indonesia
BIC
EAI
DOI: 10.4108/eai.11-10-2021.2319535
Abstract
Pharmaceutical services are an integral component of hospital services. Poor pharmacy performance can affect the quality of healthcare in a hospital. The most crucial aspect in increasing services is improving the satisfaction of patients. High degree of satisfactory can improve healthcare qualities in a hospital. Based on several research documents, the quality of pharmaceutical services in Indonesia remains low. The aim of this research was to analyze customer satisfaction with pharmaceutical services at a private dental hospital in Jakarta, Indonesia. This research was performed using a descriptive method. Satisfaction levels are analyzed using Servqual's online questionnaire (Google Sheets), which includes five aspects of service quality: tangibility, empathy, assurance, responsiveness, and reliability. Data from 340 participants who met inclusion requirements. Analyze data using percentages. The results are the degree of tangibility are 78.5%, empathy is 68.50%, assurance is 78%, responsiveness 76.2%, and reliability is 75.3%. Based on the findings, quality service of Pharmaceutical service in Private Dental Hospital, Jakarta, Indonesia are at the same level satisfied
