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MUTU PELAYANAN KEFARMASIAN DI EMPAT APOTEK DI KOTA KISARAN KABUPATEN ASAHAN
ABSTRAK
Pelayanan kefarmasian telah mengalami perubahan yang semula hanya berfokus kepada pengelolaan obat berkembang menjadi pelayanan komprehensif. Penelitian ini bertujuan untuk mengetahui mutu pelayanan kefarmasian dan tingkat kepuasan konsumen di empat apotek di Kota Kisaran Kabupaten Asahan.
Penelitian yang dilakukan merupakan penelitian deskriptif cross-sectional menggunakan metode survei di empat apotek di Kota Kisaran Kabupaten Asahan. Pengambilan data untuk mutu pelayanan kefarmasian dilakukan dengan mengisi daftar tilik standar pelayanan kefarmasian meliputi ketenagaan, pelayanan, administrasi, dan evaluasi mutu pelayanan. Pengambilan data untuk tingkat kepuasan konsumen dilakukan dengan membagikan kuesioner mencakup 5 dimensi yaitu kehandalan, ketanggapan, keyakinan, empati, dan fasilitas berwujud kepada 344 responden pada bulan Mei-September 2015. Data yang diperoleh dianalisis dengan membandingkan persepsi kenyataan dengan harapan yang digambarkan dalam Diagram Kartesius.
Hasil penelitian menunjukkan bahwa mutu pelayanan kefarmasian di apotek A memperoleh skor 74, dan apotek B memperoleh skor 76 yang masuk dalam kategori cukup, apotek C memperoleh skor 56, dan apotek D memperoleh skor 56 masuk dalam kategori kurang. Tingkat kepuasan konsumen terhadap pelayanan kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan adalah sebagai berikut: konsumen merasa puas terhadap kelengkapan obat 95,79%, pengetahuan dan keterampilan 95,08%, kualitas obat 95,40%, kesesuaian produk obat 97,71%, pelayanan tanpa memandang status sosial 96,88%, kenyamanan menunggu 94,31%, kebersihan dan kerapian apotek 95,92%, penataan exterior dan interior ruangan 95,74%, kelengkapan, kesiapan, dan kebersihan alat 96,91%, serta kebersihan dan kerapian petugas 97,97%.
Berdasarkan hasil penelitian diperoleh kesimpulan bahwa mutu pelayanan kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan, dua apotek masuk dalam kategori cukup dan dua apotek masuk dalam kategori kurang. Tingkat kepuasan rata-rata konsumen apotek terhadap pelayanan kefarmasian di empat apotek di Kota Kisaran Kabupaten Asahan adalah 93,36% dengan kategori puas.
Kata Kunci: Mutu pelayanan kefarmasian, tingkat kepuasan, Apotek, kota Kisaran
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THE PHARMACEUTICAL SERVICE QUALITY AT FOUR PHARMACIES AT KISARAN KABUPATEN ASAHAN
ABSTRACT
The pharmaceutical service had be developed from the service focus to the medicine management to the comprehensive service. This research aims to study the pharmaceutical service quality and satisfaction level of consumers at four pharmacies at Kisaran Kabupaten Asahan.
This research applies descriptive method. The determining of pharmacy service quality is determined by fill the standard list of pharmacy services includes energy, services, administration, and the evaluation of quality services. The satisfaction of consumers is determined by questionnaire that question includes 5 dimensions namely reliability, responsiveness, assurance, empathy, and tangible to 344 respondents on May-September 2015. The collected data was analyzed by comparing perception of fact and hope which is showed by Cartesian diagram.
The result of research indicates that the quality of pharmacy service at pharmacy A has score 74, and pharmacy B has 76 scores included by sufficient category, pharmacy C has score 56 and pharmacy D has 56 scores included by less category. The satisfaction of consumers towards of pharmaceutical service pharmacy at Kisaran Kabupaten Asahan were satisfied with the completeness of drug (95.79%), knowledge and skills (95.08%), quality of drugs (95.40%), drug products match (97.71%), order service in spite of social status (96.88%), comfortability of waiting (94.31%), pharmacy’s cleanliness and tidiness (95.92%), wiht exterior and interior design (95.74%), completeness, readiness and cleanliness of tools (96.91%), and cleanliness and tidiness officers (97.97%).
The conclusion of the study showed that the pharmaceutical service of quality from four pharmacies at Kisaran Kabupaten Asahan, two of four pharmcies included by sufficient categories and two pharmacies included by less categories. The average grade of consumers satisfaction towards the pharmaceutical service at four pharmacies at Kisaran Kabupaten Asahan was 93.36% with a category are satisfied.
Keywords: The pharmaceutical service quality, Satisfaction level, pharmacy, Kisaran.
