Servqual Scale to Investigate Patient Satisfaction of Pharmaceutical Service at Private Dental Hospital, Jakarta, Indonesia

Abstract

Pharmaceutical services are an integral component of hospital services. Poor pharmacy performance can affect the quality of healthcare in a hospital. The most crucial aspect in increasing services is improving the satisfaction of patients. High degree of satisfactory can improve healthcare qualities in a hospital. Based on several research documents, the quality of pharmaceutical services in Indonesia remains low. The aim of this research was to analyze customer satisfaction with pharmaceutical services at a private dental hospital in Jakarta, Indonesia. This research was performed using a descriptive method. Satisfaction levels are analyzed using Servqual's online questionnaire (Google Sheets), which includes five aspects of service quality: tangibility, empathy, assurance, responsiveness, and reliability. Data from 340 participants who met inclusion requirements. Analyze data using percentages. The results are the degree of tangibility are 78.5%, empathy is 68.50%, assurance is 78%, responsiveness 76.2%, and reliability is 75.3%. Based on the findings, quality service of Pharmaceutical service in Private Dental Hospital, Jakarta, Indonesia are at the same level satisfied

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