Penilaian Kepuasan Pelanggan Terkait Pelayanan Kefarmasian di Farmasi Komunitas Jakarta Barat
Arya Vito Fauzal, Prof. Dr. Apt. Susi Ari Kristina, S. Farm., M. Kes
2025 | Skripsi | FARMASI
Perkembangan teknologi
telah menyebabkan pergeseran orientasi pelayanan kefarmasian dari berfokus pada
obat menjadi tertuju pada pelanggan. Beberapa penelitian sebelumnya menunjukkan
adanya kesenjangan antara harapan dan kualitas pelayanan kefarmasian yang
dirasakan pelanggan di berbagai tempat. Namun, belum ditemukan penelitian
serupa di wilayah Jakarta Barat. Oleh karena itu, penelitian ini bertujuan
untuk mengetahui tingkat kepuasan pelanggan terkait pelayanan kefarmasian di
farmasi komunitas Jakarta Barat.
Penelitian ini
menggunakan rancangan non-eksperimental deskriptif kuantitatif dengan
pendekatan survei cross-sectional. Populasi penelitian adalah pelanggan
yang pernah berkunjung ke pelayanan kefarmasian di komunitas pada kota Jakarta
Barat dalam 6 bulan terakhir. Responden diseleksi dengan metode convenience
sampling. Pengumpulan data dilakukan dengan menggunakan kuesioner pharmacy
service questionnaire versi Korea (PSQ-K) yang telah dimodifikasi dan
disebarkan secara online melalui google form kepada 150 responden diukur dengan
4-point Likert scale. Analisis data menggunakan
statistik deskriptif dan chi-square test untuk melihat hubungan antara
karakteristik responden terhadap kepuasan pelayanan kefarmasian.
Hasil analisis kepuasan pelanggan menunjukkan nilai
kepuasan pelayanan kefarmasian secara umum 3,38 (0,57). Mayoritas pelanggan
sangat puas terhadap pelayanan yang diberikan farmasis kepadanya (3,42). Meskipun
beberapa pelanggan ada yang kurang puas terhadap komunikasi dan profesionalisme
dari farmasis, seperti pemberian saran terkait pengobatan oleh farmasis (3,24).
Pelanggan puas terhadap farmasis yang membantu dalam mengatur obat-obatannya
(3,25), tetapi terdapat beberapa pelanggan yang kurang puas pada manajemen
terapi karena kurangnya farmasis dalam menjelaskan efek samping dari terapi
pengobatan yang mungkin terjadi (3,00). Terdapat hubungan signifikan antara
karakteristik pelanggan (umur, tingkat pendidikan, mengonsumsi obat secara
rutin) dengan kepuasan pelanggan pada domain komunikasi dan profesionalisme dan
karakteristik (jenis kelamin dan mengonsumsi obat secara rutin) dengan domain
manajemen terapi. Pada saat penelitian dilakukan, tingkat kepuasan pelanggan
cenderung tinggi terkait pelayanan kefarmasian di Jakarta Barat, meskipun dalam
beberapa aspek masih terdapat kekurangan, pelayanan ini perlu ditingkatkan.
Technological developments have led to a shift in
pharmaceutical service orientation from drug-focused to customer-focused.
Several previous studies have shown gaps between expectations and the perceived
quality of pharmaceutical services by customers in various locations. However,
similar research has not been found in the West Jakarta area. Therefore, this
study aims to determine the level of customer satisfaction with pharmaceutical
services in West Jakarta community pharmacies.
This research uses a quantitative descriptive
non-experimental design with a cross-sectional survey approach. The study
population consisted of customers who had visited pharmaceutical services in
West Jakarta communities within the last 6 months. Respondents were selected using
convenience sampling method. Data collection was conducted using a modified
Korean version of the Pharmacy Service Questionnaire (PSQ-K) and distributed
online via Google Forms to 150 respondents measured with a 4-point Likert
scale. Data analysis used descriptive statistics and chi-square test to examine
the relationship between respondent characteristics and pharmaceutical service
satisfaction.
Customer satisfaction analysis results showed a general pharmaceutical service satisfaction value of 3.38 (0.57). The majority of customers were very satisfied with the services provided by pharmacists (3.42). Although some customers were less satisfied with pharmacists' communication and professionalism, such as providing treatment-related advice (3.24). Customers were satisfied with pharmacists who helped manage their medications (3.25), but some customers were less satisfied with therapy management due to pharmacists' lack of explanation about possible side effects of treatment therapy (3.00). There were significant relationships between customer characteristics (age, education level, routine medication consumption) with customer satisfaction in the communication and professionalism domain, and characteristics (gender and routine medication consumption) with the therapy management domain.. At the time of the study, customer satisfaction levels tended to be high regarding pharmaceutical services in West Jakarta, although there were still shortcomings in some aspects, and these services need to be improved.
Kata Kunci : Komunitas, Kepuasan Pasien, Pelayanan Kefarmasian, Jakarta Barat