CUSTOMER SATISFACTION IS THE DRUG INFORMATION SERVICE SELF MEDICATION ( Several studies pharmacy in regional Malang)
Oleh : Heru Prabowo Hadi, Asri Julia Sukmaningrum, Rizal Affandi, M. Suhud, Nining Swatiningsih, Hidajah Rachmawati, Liza Pristianty, Health
Dibuat : 2012-09-13, dengan 1 file
Keyword : self medication, pharmaceutical care, clientÂ’s satisfaction, importance and performance matrix analysis
Healthy behavior and unhealthy behavior caused self-recovery when someone feels unwell or symptoms of a disease. This recovery is often called as self medication. PharmacyÂ’s service must be oriented to patient not to the drug, it fits the Pharmaceutical Care. A pharmacy is a product and service that is in line with clientÂ’s satisfactory. Clients satisfactory are one of the indicators that show the result of serviceÂ’s quality. This study aims to know clientÂ’s satisfactory who did the self medication by doing equivalent analysis between the importance of medicine information service to the workerÂ’s quality that is done in the pharmacies in Malang city. Five dimension of satisfaction that is used as the basic of the counting in clientÂ’s satisfactory level to the medicineÂ’s information service in self medication.
This study is a descriptive-quantitative study that is done in survey cross sectional by using questioner and interview to 500 clients who did self medication in the pharmacies in regional Malang. The sampling is done in purposive sampling. Then the data were analyzed by importance and performance matrix analysis.
From this studied shows that the information of medicineÂ’s side effect is in the first quadrant. Information about the name of medicine, the use of medicine, direction, response and answering clientÂ’s questions, giving chances to the clients to ask for some questions, the serving are good and kind, the information can be trusted, the information is given in an easy way, and the workers look neat is in the second quadrant. Information about how the medicine works, how to keep the medicine, life style that must be changed when the medicine is consumed, interaction among the medicines, interaction between medicines and food, expires, and consulting to the doctor, confirming the information, and also the consultationÂ’s place is in the third quadrant. Information about the strength of medicine and the preceding information before the client asks is in the fourth quadrant. The conclusion from the study is the clients are not satisfied yet with the medicineÂ’s information service by self medication.
|Nama Kontak||Muhammad Nasar|
|Alamat||Jl. Raya Tlogomas 246|
|Telepon||+62-341-464318 ext 151|
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File : Journal Fix Client Satisfaction.pdf