Patient Satisfaction Level of Chronic Illness National Health Insurance To Pharmaceutical Services One Pharmacy in Bandung City
Kamelia Agustini (a) (b), Ratih Hurriyati (c), Bambang Widjajanta (d), Akhmad Priyadi (e),

Department of Management, Universitas Pendidikan Indonesia, Bandung, Indonesia (a,c,d), Department of D-3 Farmacy, Akademi Farmasi Bumi Siliwangi, Bandung, Indonesia (b), Universitas Bhakti Kencana Bandung (e)

Abstract

One of the quality services is by looking at the level of customer or patient satisfaction. Making efforts to improve the quality of service is absolutely necessary from the level of patient satisfaction. The purpose of this study was to determine the level of satisfaction patients with chronic diseases to pharmaceutical services on pharmacy in Bandung City. This patient satisfaction analysis uses 5 dimensions: responsiveness, reliability, assurance, empathy, and tangible. The method used is descriptive quantitative by distributing questionnaires consisting of 19 questions to 134 National Health Insurance patients with chronic diseases who redeem drugs at one of the pharmacies in the city of Bandung. The results showed that the level of suitability of the dimensions of responsiveness was 79.07%, reliability 79.07 %, assurance 81.08 %, empathy 77.72 %, and tangibles 83.73 % with an average satisfaction level of 80.13% with an index very satisfied category.

Keywords: Patient satisfaction, quality of pharmaceutical services, National health Insurance patients, Servqual

Topic: Marketing Management