ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN KEFARMASIAN DI APOTEK KIMIA FARMA X

Abstrak

Apotek merupakan salah satu sarana penting dalam pendistribusian obat dan alat kesehatan kepada masyarakat. Standar pelayanan kefarmasian berfungsi sebagai pedoman bagi tenaga kefarmasian dalam memberikan pelayanan yang tepat guna meminimalkan kesalahan selama proses pelayanan. Pelayanan kefarmasian berorientasi langsung pada penggunaan obat dengan tujuan menjamin keamanan, efektivitas, serta rasionalitas penggunaan obat melalui penerapan ilmu kefarmasian. Kepuasan pelanggan merupakan perasaan senang atau kecewa yang timbul setelah membandingkan antara harapan dan kinerja pelayanan yang diterima. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pelanggan terhadap pelayanan kefarmasian di Apotek Kimia Farma 0272 berdasarkan lima dimensi, yaitu Tangibles (bukti fisik), Reliability (keandalan), Responsiveness (daya tanggap), Assurance (kepastian), dan Empathy (empati). Penelitian ini menggunakan metode deskriptif kuantitatif dengan teknik purposive sampling dan pengumpulan data melalui kuesioner berskala Likert. Hasil penelitian menunjukan dimensi tangible (bukti fisik) memperoleh nilai kepuasan tertinggi dengan nilai presentase 76,25%, dimensi reliability (kehandalan) dengan nilai presentase 75,60%, dimensi asurancce (kepastian) dengan nilai presentase 75,55%, dimensi emphaty (empati) dengan nilai presentase 74,35%, yang terakhir dmensi responsiveness (daya tanggap) dengan nilai presentase 72,90%. Kesimpulan tingkat kepuasan pelanggan secara keseluruhan berada pada kategori puas, yang menunjukkan bahwa pelayanan kefarmasian di Apotek Kimia Farma 0272 telah sesuai dengan harapan sebagian besar pelanggan.

Pharmacies play a crucial role in distributing medicines and medical supplies to the public. The standards of pharmaceutical services serve as guidelines for pharmacy personnel to provide appropriate services and minimize errors during the service process. Pharmaceutical services are directly oriented toward drug use, aiming to ensure the safety, effectiveness, and rationality of medication through the application of pharmaceutical science. Customer satisfaction refers to the feeling of pleasure or disappointment that arises when expectations are compared to the actual performance of a service. This study aimed to determine the level of customer satisfaction with pharmaceutical services at Kimia Farma 0272 Pharmacy based on five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The study employed a quantitative descriptive method using purposive sampling, with data collected through a Likert-scale questionnaire. The findings showed that the Tangibles dimension (physical evidence) obtained the highest satisfaction score with a percentage of 76.25%, followed by Reliability (75.60%), Assurance (75.55%), Empathy (74.35%), and Responsiveness (72.90%). In conclusion, the overall level of customer satisfaction was categorized as “satisfied,” indicating that the pharmaceutical services provided at Kimia Farma 0272 Pharmacy have met the expectations of most customers.