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Drug information service is one of clinical pharmacy services which is the responsibility of the <br /> <br /> pharmacist in its implementation. One approach to measure service quality is to use the SERVQUAL <br /> <br /> (Service Quality) dimension which consists of dimensio...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/26912 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Drug information service is one of clinical pharmacy services which is the responsibility of the <br />
<br />
pharmacist in its implementation. One approach to measure service quality is to use the SERVQUAL <br />
<br />
(Service Quality) dimension which consists of dimensions reliability, responsiveness, tangibles, <br />
<br />
assurance and empathy. The purpose of this research is to analyze the quality of drug information <br />
<br />
service by measuring service quality score from SERVQUAL dimension, patient satisfaction index, <br />
<br />
correlation between patient demography with satisfaction score and measuring drug information <br />
<br />
completeness score. This study is an observational descriptive study conducted concurrently from <br />
<br />
March to April 2018 at Hasan Sadikin Hospital. The instrument used in the study is a validated <br />
<br />
questionnaire. The sampling technique used in this study is purposive sampling and the number of <br />
<br />
sample is count using Slovin formula. The number of sample taken in this study were 398 respondents. <br />
<br />
Data processing is done by calculating the average score of each SERVQUAL dimension as well as the <br />
<br />
completeness of drug information score. The patient satisfaction index is grouped according to Kaplan <br />
<br />
and Norton theory. The correlation analysis of demographic and patient satisfaction was done by chi <br />
<br />
square method. The results showed that the dimension with the highest score was the empathy <br />
<br />
dimension (4.63) and the lowest score was responsiveness dimension (3.76). The percentage of patient <br />
<br />
who was very satisfied was 61.56%. The highest component of drug information completeness score <br />
<br />
was how to use (4.80) and the lowest score was drug interactions (2.80). There was a significant <br />
<br />
correlation between patient demographic with satisfaction which is education level (p=0.001) and <br />
<br />
length of treatment (p=0.026). <br />
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