#TITLE_ALTERNATIVE#

• Main Author: NOVIANTI NIM : 11614031, ELIZABETH
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/26912
• Institution: Institut Teknologi Bandung

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 />