ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN OBAT TANPA RESEP DI APOTEK CENTRAL BORNEO SIULAK GEDANG KECAMATAN SIULAK KABUPATEN KERINCI TAHUN 2026

Abstrak

Kepuasan pasien adalah persepsi pasien terhadap pelayanan yang diterima dibandingkan dengan harapannya, mencakup pengalaman terkait ketepatan, kecepatan, dan kualitas informasi yang diberikan oleh apoteker. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien terhadap kualitas pelayanan obat tanpa resep di Apotek Central Borneo Siulak Gedang Kecamatan Siulak Kabupaten Kerinci Tahun 2026. Penelitian ini merupakan penelitian pre-eksperimental dengan desain One Group Post-Test Only Design. Sampel penelitian berjumlah 320 responden yang dipilih menggunakan teknik accidental sampling. Instrumen penelitian berupa kuesioner berdasarkan lima dimensi SERVQUAL, yaitu bukti fisik (tangibles), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), empati (empathy), serta dimensi ketersediaan obat. Analisis data dilakukan secara deskriptif menggunakan software JASP. Hasil penelitian menunjukkan tingkat kepuasan berdasarkan dimensi yaitu kehandalan (87,16%), daya tanggap (85,60%), empati (85,31%), bukti fisik (84,30%), jaminan (83,83%), dan ketersediaan obat (83,19%). Distribusi tingkat kepuasan menunjukkan 220 responden (68,8%) berada pada kategori sangat puas, 98 responden (30,6%) berada pada kategori cukup puas, dan 2 responden (0,6%) berada pada kategori sangat tidak puas. Rata-rata tingkat kepuasan pasien terhadap kualitas pelayanan obat tanpa resep sebesar 84,90% dengan kategori Sangat Puas. Disimpulkan bahwa kualitas pelayanan obat tanpa resep di Apotek Central Borneo Tahun 2026 berada pada kategori sangat puas, namun peningkatan pada dimensi jaminan dan ketersediaan obat tetap diperlukan untuk meningkatkan mutu pelayanan kefarmasian.

Patient satisfaction is the patient's perception of the service received compared to his expectations, including experience related to the accuracy, speed, and quality of information provided by pharmacists. This research aims to find out the level of patient satisfaction with the quality of over-the-counter drug service at the Central Borneo Siulak Gedang Pharmacy, Siulak District, Kerinci Regency in 2026. This research is a pre-experimental research with One Group Post-Test Only Design. The research sample consisted of 320 respondents who were selected using accidental sampling technique. The research instrument is in the form of a questionnaire based on the five dimensions of SERVQUAL, namely physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), and the drug availability dimension. Data analysis is done descriptively using JASP software. The research results show the level of satisfaction based on dimensions, namely reliability (87,16%), responsiveness (85,6,60%), empathy (85,31%), physical evidence (84,30%), assurance (83,83%), and drug availability (83,19%). The distribution of satisfaction levels showed that 220 respondents (68.8%) were in the very satisfied category, 98 respondents (30,6%) were in the fairly satisfied category, and 2 respondents (0,6%) were in the very dissatisfied category. The average level of patient satisfaction with the quality of non-prescription drug service is 84.90% with the Very Satisfied category. It is concluded that the quality of over-the-counter drug service at the Central Borneo Pharmacy in 2026 is in the very satisfied category, but the improvement in the guarantee dimension and drug availability is still necessary to improve the quality of pharmacy services.