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Abstract


Abstract


The study aims to determine the level of outpatient general patient satisfaction with the service quality of Lestari Raharja Hospital's pharmacy with a general non-BPJS patient population aged 20-65 years using purposive sampling technique. Collecting data using the SERVQUAL method (service quality) which consists of five dimensions of tangible, reliability, responsiveness, assurance, and empathy. Data is processed and analyzed by comparing consumer expectations with the reality of drug information services depicted in the form of a Cartesian diagram. The results showed that majority of mapping attributes in Quadrant II of the Cartesian diagram where respondents feel satisfied and consider several aspects of service are important. Overall, the quality of drug service at the Lestari Raharja Hospital's pharmacy, Magelang City, period of March 2018 is in the satisfied category.


Keywords: Customer Satisfaction, Hospital Pharmacy, Service Quality



 

Keywords

Customer Satisfaction Hospital Pharmacy Service Quality

Article Details

References

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