Electronic Theses and Dissertation

Pelayanan kefarmasian merupakan bagian penting dalam sistem pelayanan kesehatan, di mana apoteker memberikan pelayanan langsung kepada pasien terkait sediaan farmasi guna meningkatkan kualitas hidup. Apotek Pendidikan Universitas Syiah Kuala sebagai sarana praktik dan layanan kefarmasian, perlu dievaluasi mutunya agar sesuai dengan standar. Tingkat kepuasan pasien menjadi salah satu indikator penting dalam menilai keberhasilan mutu pelayanan kefarmasian. Penelitian ini bertujuan untuk mengevaluasi mutu pelayanan kefarmasian yang mencakup lima dimensi SERVQUAL (Tangible, Reliability, Responsiveness, Assurance, dan Empathy) serta menilai tingkat kepuasan pasien di Apotek Pendidikan Universitas Syiah Kuala. Penelitian ini menggunakan metode survei deskriptif kuantitatif dengan pendekatan kuesioner. Teknik pengambilan sampel menggunakan purposive sampling berdasarkan kriteria inklusi. Data dianalisis dengan pendekatan statistik deskriptif menggunakan Microsoft excel yang kemudian disajikan dalam bentuk presentase untuk menggambarkan tingkat kepuasan berdasarkan kelima dimensi kualitas pelayanan. Hasil penelitian menunjukkan bahwa sebagian besar pasien merasa puas terhadap pelayanan kefarmasian. Nilai rata-rata tingkat kepuasan pasien terhadap lima dimensi SERQUAL, yaitu mencapai 84,01% yang tergolong kategori sangat puas. Namun, pada dimensi tangible khususnya kenyamanan ruang tunggu menjadi aspek yang dinilai kurang memuaskan oleh beberapa pasien. Beberapa faktor seperti sikap ramah petugas, ketepatan informasi obat, dan kecepatan pelayanan berkontribusi besar terhadap kepuasan pasien. Secara umum, mutu pelayanan kefarmasian di Apotek Pendidikan Universitas Syiah Kuala dinilai baik dan mampu memberikan kepuasan kepada pasien. Namun, terdapat beberapa aspek, seperti fasilitas ruang tunggu dan ketersediaan kursi, yang perlu ditingkatkan untuk menunjang kenyamanan dan mutu pelayanan yang lebih optimal.

Kata Kunci: Pelayanan kefarmasian, kepuasan pasien, Service quality, karakteristik pasien, Apotek Pendidikan.

Pharmaceutical services are a crucial component of the healthcare system, in which pharmacists provide direct services to patients related to pharmaceutical preparations in order to improve quality of life. The Universitas Syiah Kuala Educational Pharmacy, as a training facility and provider of pharmaceutical services, requires quality evaluation to ensure compliance with established standards. Patient satisfaction is one of the key indicators in assessing the quality of pharmaceutical services. This study aims to evaluate the quality of pharmaceutical services based on the five SERVQUAL dimensions (Tangible, Reliability, Responsiveness, Assurance, and Empathy) and to assess patient satisfaction at the Universitas Syiah Kuala Educational Pharmacy. This research employed a descriptive quantitative survey method using a questionnaire-based approach. Sampling was conducted using purposive sampling based on inclusion criteria. Data were analyzed descriptively using Microsoft Excel and presented in percentage form to illustrate the satisfaction level for each service quality dimension. The results showed that the majority of patients were satisfied with the pharmaceutical services. The average patient satisfaction score across the five SERVQUAL dimensions was 84.01%, which falls into the "very satisfied" category. However, within the tangible dimension, particularly regarding the comfort of the waiting area, some patients expressed dissatisfaction. Several factors such as the friendliness of the staff, accuracy of drug information, and promptness of service significantly contributed to patient satisfaction. Overall, the quality of pharmaceutical services at the Universitas Syiah Kuala Educational Pharmacy was rated as good and capable of providing satisfactory service to patients. Nevertheless, certain aspects, such as the waiting room facilities and the availability of seating, need to be improved to enhance comfort and optimize service quality. Keywords: Pharmaceutical services, patient satisfaction, service quality, patient characteristic, educational pharmacy.