Patient Satisfaction Level with Self-Medication Services by Pharmacists During The CoviD-19 Pandemic in Rembang District, Central Java, indonesia

Abstract

Self-medication is a person's effort to treat symptoms of illness or disease that arise independently without consulting and taking treatment to a doctor. The purpose of this study was to determine patient satisfaction with self-medication services by pharmacists at pharmacies during the COVID-19 pandemic in the Rembang District. This research is a quantitative descriptive observational research with a cross sectional research design. To find out satisfaction with service quality, we used the service quality approach with SERVQUAL (service quality) questionnaire. SERVQUAL measures the difference between customer expectations and perceived service quality based on five dimensions of service quality, namely reliability, responsivenes, empathy, assurance, and tangible evidence. The research instrument used was a validated questionnaire and the research respondents were self-medicated patients who met the inclusion criteria of the study. Data collection was carried out in March-May 2021 in Rembang District, Central Java. Obtained 100 patients who have met the inclusion criteria. The results showed that the mean gap score was (-0.15 ± 0.086). The level of dissatisfaction in the five service dimensions were follows assurance (-0.27), reliability (-0.22), tangible (-0.12), empathy (-0.08), and responsiveness (-0.04) with a statistically siginificant difference value is service reliability (0.019) and assurance (0.021) <0.05. The patient satisfaction level with self-medication services by pharmacists at the Rembang District pharmacy as a whole was 96%. The conclusion in this study was the level of patient satisfaction was satisfying.