Gambaran Kepuasan Klien Terhadap Pelayanan Swamedikasi di Apotek Kecamatan Klojen Kota Malang.

Lailaturrokhmah, Alfi (2014) Gambaran Kepuasan Klien Terhadap Pelayanan Swamedikasi di Apotek Kecamatan Klojen Kota Malang. Sarjana thesis, Universitas Brawijaya.

Abstract

Swamedikasi adalah pemilihan dan penggunaan obat-obatan oleh individu untuk mengobati penyakit atau gejala yang dikenal. Sebagai salah satu penyedia layanan kesehatan, berdasarkan pelayanan kefarmasian, apoteker bertanggungjawab langsung untuk meningkatkan kualitas hidup klien termasuk melalui swamedikasi. Pelayanan apotek juga harus diperhatikan agar dapat meningkatkan kualitas pelayanan dan juga kepuasan klien di Apotek. Tujuan dari penelitian ini adalah untuk mengetahui gambaran kepuasan klien swamedikasi terhadap pelayanan apotek di Apotek Kecamatan Klojen Kota Malang berdasarkan penilaian kepuasan pelayanan jasa dalam dimensi bukti fisik, kehandalan, jaminan, daya tanggap dan empati. Metode yang digunakan dalam penelitian ini adalah dengan teknik purposive sampling untuk memilih apotek mana yang akan dijadikan tempat penelitian. Untuk mengukur kepuasan klien terhadap kepuasan pelayanan Apotek digunakan kuesioner sebagai instrumen penelitian. Besar sampel yang digunakan adalah 100 responden. Hasil yang diperoleh pada penelitian ini dari lima dimensi yang digunakan, dimensi yang paling tinggi tingkat kepuasannya dibandingkan dengan empat dimensi lainnya adalah daya tanggap, karena rata-rata responden merasa tingkat kepuasannya adalah ‘sangat puas’ dalam dimensi ini dengan persentase 57,33%. Dari hasil penelitian dapat disimpulkan bahwa mayoritas klien swamedikasi yang datang ke Apotek Kecamatan Klojen Kota Malang merasa puas dengan pelayanan jasa apotek.

English Abstract

Self-medication is the selection and use of medicines by individuals to treat disease or symptoms known. As a part of health care providers, pharmacist directly responsible for improving the quality of life of clients, based on pharmaceutical care including through self-medication. Pharmacy service quality should also be considered in order to improve the quality of service and client satisfaction in Pharmacy. The purpose of this study is to describe the client satisfaction to pharmacy services in self-medication at several pharmacies in Klojen District of Malang City, especially based on the assessment of satisfaction in the services dimension tangibles, reliability, assurance, responsiveness and empathy. The method used in this study is the purposive sampling technique to select the pharmacy where you can become a place of research and to measure client satisfaction on pharmacy services, use questionnaire as a research instrument. Sample 100 responden. The results obtained in the study of the five dimensions, the dimensions of the highest levels of satisfaction compared to the other four dimensions is responsiveness. Since the average level of satisfaction of the respondents felt were very satisfied in these dimensions, with average 57,33%. From the result study it can be concluded that the majority of clients who come to the pharmacy self-medication in Klojen District of Malang, were satisfied with pharmacy services.

Item Type: Thesis (Sarjana)
Identification Number: SKR/FK/2014/476/051403747
Subjects: 600 Technology (Applied sciences) > 615 Pharmacology and therapeutics > 615.1 Drugs (materia medica)
Divisions: Fakultas Kedokteran > Farmasi
Depositing User: Budi Wahyono Wahyono
Date Deposited: 08 Jul 2014 10:58
Last Modified: 22 Oct 2021 01:30
URI: http://repository.ub.ac.id/id/eprint/124474
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