Customer Satisfaction Survey on Drug Information Services at Sumber Waras Salatiga Pharmacy
Keywords:
Customer satisfaction, drug information services, SERVQUAL, pharmacy, service qualityAbstract
Drug information services play a vital role in ensuring the safety and effectiveness of patient therapy. This study aims to evaluate customer satisfaction levels regarding drug information services at Sumber Waras Pharmacy, Salatiga, and to identify the factors that influence them. Influencing customer satisfaction. The research utilized a descriptive quantitative survey with a cross-sectional design and purposive sampling technique. A total of 73 respondents who met the inclusion criteria completed a SERVQUAL-based questionnaire. The findings revealed that overall customer satisfaction This study employed a descriptive quantitative cross-sectional design using a SERVQUAL-based questionnaire to assess customer satisfaction with drug information services. Data were collected from 73 respondents using a validated five-point Likert scale instrument covering five dimensions: tangibles, reliability, assurance, responsiveness, and empathy was relatively high, with the highest mean score in the empathy dimension (mean = 4.41) and the lowest in responsiveness (mean = 4.33). Correlation analysis demonstrated a significant relationship between all SERVQUAL dimensions (tangibles, reliability, assurance, responsiveness, and empathy) and customer satisfaction, with the strongest correlation found in the reliability dimension (r = 0.846). The findings indicate that customer satisfaction was most strongly influenced by the reliability dimension, reflecting the importance of accurate and consistent drug information delivery, followed by assurance and empathy, which highlight the role of professional competence and patient-centered communication. Responsiveness showed a weaker but significant influence, suggesting that service promptness also contributes to overall satisfaction. These results indicate that the quality of drug information services is strongly influenced by the competence of pharmaceutical personnel in providing accurate and communicative information. The study provides strategic recommendations for pharmacies to enhance service quality through improvements in physical aspects, interpersonal communication, and personalized care to achieve optimal customer satisfaction. Customer satisfaction was mainly associated with reliability, followed by assurance and empathy, whereas responsiveness showed a weaker association. The results showed that tangibles, reliability, assurance, responsiveness, and empathy were significantly associated with customer satisfaction, indicating that improvements in physical aspects, interpersonal communication, and personalized care are required
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