Servqual Scale to Investigate Patient Satisfaction of Pharmaceutical Service at Private Dental Hospital, Jakarta, Indonesia

Ilham Arief; Andriyani Fahriati; Nurul Kartikasari

Proceedings of the 6th Batusangkar International Conference, BIC 2021, 11 - 12 October, 2021, Batusangkar-West Sumatra, Indonesia

Research Article

Servqual Scale to Investigate Patient Satisfaction of Pharmaceutical Service at Private Dental Hospital, Jakarta, Indonesia

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@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

Ilham Arief¹^,*, Andriyani Rahmah Fahriati¹, Nurul Kartikasari²

1: Clinical and Community Pharmacy of School of Health Science Widya Dharma Husada Tangerang, Indonesia
2: Dentistry Faculty of Yarsi University Jakarta, Indonesia

*Contact email: ilhamarief@wdh.ac.id

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

Keywords: patient satisfaction; pharmaceutical service; dental hospital

Published: 2022-08-17
Publisher: EAI

: http://dx.doi.org/10.4108/eai.11-10-2021.2319535