The Effect of Pharmaceutical Service Quality on Patient Satisfaction at the Outpatient Pharmacy in RSUD Jayapura, Papua Province

Abstract

Background: Pharmaceutical service is a direct and responsible service to the patient to improve the patient's quality of life. The transformation of the orientation paradigm from drug-oriented to patient-oriented requires pharmacists to improve their knowledge, skills, and behaviors in order to fulfill the requirement, desires, expectations, and satisfaction of the patients. Objective: This research aimed to determine the effect between patient characteristics with patient satisfaction, to analyze the effect of tangibles, reliability, responsiveness, assurance, empathy, and the dominant factors that influence the five dimensions of service quality toward patient satisfaction at the Outpatient Pharmacy at the Jayapura Regional Hospital, Papua Province. Methods: This research was conducted at the outpatient pharmacy at Jayapura Regency Hospital, Papua Province. The method used in this research was descriptive-analytic using a cross-sectional design. Data collection was carried out through questionnaires to 306 respondents. The analysis was performed using univariate analysis, bivariate with chi-squared, and multivariate analysis with logistic regression. Results: The results showed that there was an effect of respondent characteristics on patient satisfaction at the outpatient pharmacy of the Jayapura Regional Hospital in Papua Province from  category  recommended redeeming prescription drugs (p-value = 0.032), while those that had no influence were domicile (p-value = 0.350), gender (p-value = 0.614), age (p-value = 0.848), education (p-value = 0.642), occupation (p-value = 0.297), source of costs (p-value = 0.121) and results of this research on pharmacy services quality showed that there were effect of tangibles (p-value = 0,000), reliability (p-value = 0,000), responsiveness (p-value = 0,000), assurance (p-value = 0,000), and empathy (p-value = 0,000) to patient satisfaction. Based on the results of the logistic regression test, the dominant factor that had the most influenced on patient satisfaction at the outpatient pharmacy of RSUD Jayapura, Papua Province was Empathy (OR = 3,439, 95% CI (1,759-6,726).