HUBUNGAN MUTU PELAYANAN KEFARMASIAN DENGAN KEPUASAN PASIEN RAWAT JALAN DI RSU SEMBIRING DELITUA TAHUN 2025
DOI:
https://doi.org/10.36656/2fx21m53Keywords:
Patient service satisfaction, service quality dimensions, sembiring hospital, outpatient careAbstract
Background: Hospitals are health facilities that provide various types of services, including outpatient and inpatient care. This variety of services can lead to different levels of satisfaction in patients, especially outpatients. Patient satisfaction is strongly influenced by the quality of service, including in the process of taking medication. Objective: This study aims to identify the role of pharmaceutical services in influencing the satisfaction and persistence of outpatients in collecting medicine at Sembiring Hospital. Methods: This study used a qualitative method with a descriptive approach and data collection techniques through structured interviews with 86 outpatient respondents. Data were analyzed using the chi-square test to determine the relationship between the dimensions of pharmaceutical service quality and patient satisfaction. Results: The results showed that all dimensions of service quality tangible (p=0.000), reliability (p=0.000), responsiveness (p=0.000), assurance (p=0.010), and empathy (p=0.006) had a p value <0.05, which means there is a significant relationship between each dimension and patient satisfaction. Thus, H₀ is rejected and Hₐ is accepted. The conclusion in this study is that there is a significant relationship between the dimensions of pharmaceutical service quality and the level of satisfaction of outpatients at Sembiring Hospital in 2025. Conclusion: This finding confirms the importance of improving the quality of pharmaceutical services in supporting patient satisfaction and adherence to medication.
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