Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Pelayanan Obat Tanpa Resep Di Apotek Kimia Farma Batam Center
DOI:
https://doi.org/10.61132/obat.v1i4.238Keywords:
Self medication, Customer Satisfaction, PharmacyAbstract
Pharmacies are one of the important lines in the distribution of medicines and health equipment to the community. The existence of pharmaceutical service standards is a guide for pharmaceutical personnel in providing pharmaceutical services to avoid the possibility of errors occurring in the service process and to determine the level of success in pharmaceutical services in pharmacies, namely by assessing consumer satisfaction. The aim of this research is to determine the level and value of consumer satisfaction with non-prescription drug services at Kimia Farma Batam Center Pharmacy. This research is descriptive research. The sample in this study was 95 respondents at Kimia Farma Batam Center Pharmacy. The technique used is purposive sampling. Research results: respondents were satisfied with the reliability dimension 80.6%, responsiveness dimension 80.71%, assurance dimension 82.94%, empathy dimension 81.84%, physical evidence dimension 84.29%. In conclusion, the level of consumer satisfaction with the quality of non-prescription drug services at Kimia Farma Batam Center Pharmacy resulted in a customer satisfaction level of 80-85% with a satisfied classification.
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