ANALYSIS OF INPATIENT SATISFACTION TOWARDS THE QUALITY OF PHARMACY INSTALLATION SERVICES AT PROF. DR. H. ALOEI SABOE REGIONAL GENERAL HOSPITAL, GORONTALO
DOI:
https://doi.org/10.47918/jhts.v6i4.2499Keywords:
Patient Satisfaction, Pharmaceutical Care, SERVQUAL, Service Quality.Abstract
Patient satisfaction is a critical indicator of healthcare service quality, manifesting when clinical delivery aligns with consumer expectations. This study evaluates inpatient satisfaction regarding pharmaceutical services at Prof. Dr. H. Aloei Saboe Regional General Hospital. Methods: A descriptive quantitative approach was employed, utilizing the SERVQUAL framework to assess service dimensions. Data were collected via structured questionnaires and observations from 96 respondents selected through purposive sampling. Statistical validation was conducted using the Binomial Test. Results: The analysis yielded a significance value of 0.000 (p < 0.05), leading to the rejection of the null hypothesis (H0). The findings demonstrate that 99% of respondents were satisfied, with the Tangibles dimension receiving the highest rating, while Reliability highlighted areas for inventory optimization. Conclusion: Inpatients are highly satisfied with the pharmaceutical services provided. However, sustaining this excellence requires continuous improvements in drug availability and professional responsiveness to bridge minor service gaps.
References
[1] Y. C. Pratiwi, S. Palutturi, A. Razak, A. Wahyu, A. Daud, and A. Mallongi, “Drug Management and Service Quality in Outpatient Pharmacies at the Haji Padjonga Daeng Ngalle Regional General Public Hospital in Takalar Regency, Indonesia,” Pharmacogn. J. , vol. 16, no. 4, pp. 838–844, 2024, doi: 10.5530/pj.2024.16.137.
[2] S. Rahmatia, M. Basri, I. Ismail, S. Adi, N. Nasrullah, and A. Ahmad, “Service quality in hospital inpatient care: SERVQUAL model approach,” Heal. SA Gesondheid, vol. 30, 2025, doi: 10.4102/hsag.v30i0.3055.
[3] V. Uprety et al., “Assessing Patient Satisfaction by Measuring Service Quality in Outpatient Service of a Public Hospital in Bagmati Province, Nepal,” Public Heal. Challenges, vol. 4, no. 4, 2025, doi: 10.1002/puh2.70143.
[4] D. G. Kassa et al., “Patients’ perception of the outpatient pharmaceutical service quality in hospital pharmacies with auditable pharmaceutical transactions and services in ethiopia: A cross-sectional study,” BMJ Open, vol. 11, no. 5, 2021, doi: 10.1136/bmjopen-2020-042853.
[5] J. Zanolla, N. Elkhadragy, K. E. Hilts, R. L. Corelli, and K. S. Hudmon, “Patient perceptions of pharmacist-provided tobacco treatment at a federally qualified health center,” J. Am. Pharm. Assoc., vol. 65, no. 5, 2025, doi: 10.1016/j.japh.2025.102414.
[6] M. Molla, W. Sisay, Y. Andargie, B. Kefale, and P. Singh, “Patients’ satisfaction with outpatient pharmacy services and associated factors in Debre Tabor comprehensive specialized hospital, Northwest Ethiopia: A cross-sectional study,” PLoS One, vol. 17, no. 1 January, 2022, doi: 10.1371/journal.pone.0262300.
[7] H. Esmaily, M. M. Peykani, A. M. Rasi, M. M. Meymand, and S. M. Soleymani, “Design and Scientific Evaluation of a Quantitative Questionnaire for Pharmaceutical Care in General Hospital Wards,” J. Maz. Univ. Med. Sci., vol. 34, no. 241, pp. 98–109, 2025, [Online]. Available: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85217853324&partnerID=40&md5=4d0ac3b7180f83e577ea3c59b540c332
[8] F. Battiling, N. Uly, and A. R. Muttaqien Al-Maidin, “Relationship Between Patient Satisfaction and Pharmaceutical Services at Scholoo Keyen Regional Hospital 2024,” Media Publ. Promosi Kesehat. Indones., vol. 7, no. 8, pp. 2128–2133, 2024, doi: 10.56338/mppki.v7i8.5850.
[9] S. Chand, C. S. Shastry, S. Hiremath, J. J. Joel, and C. Krishnabhat, “Hospital pharmacy management in a tertiary care charitable hospital: Compliance study with quality standards,” Clin. Epidemiol. Glob. Heal., vol. 17, 2022, doi: 10.1016/j.cegh.2022.101154.
[10] S. Luan et al., “Development and application of a comprehensive hospital pharmacy service assessment model using principal component analysis,” Res. Soc. Adm. Pharm., vol. 21, no. 3, pp. 161–171, 2025, doi: 10.1016/j.sapharm.2024.12.002.
[11] S. K. Jain, “MEDICAL STORE MANAGEMENT AT ABVGMC VIDISHA (MP): AN ANALYSIS AT TERTIARY CARE HOSPITAL,” Asian J. Pharm. Clin. Res., vol. 17, no. 6, pp. 108–110, 2024, doi: 10.22159/ajpcr.2024.v17i6.50280.
[12] P. Utami, M. T. Ghozali, I. Hadning, and F. L. Syafani, “Patients’ level of satisfaction from pharmaceutical services provided by private pharmacies using the servqual model analysis,” Int. J. Res. Pharm. Sci., vol. 11, no. 3, pp. 3773–3779, 2020, doi: 10.26452/ijrps.v11i3.2547.
[13] F. Fauziah, E. Surachman, and A. Muhtadi, “Integration of service quality and quality function deployment as an effort of pharmaceutical service improvement on outpatient in a referral Hospital, Karawang, Indonesia,” J. Adv. Pharm. Educ. Res., vol. 9, no. 2, pp. 13–23, 2019, [Online]. Available: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85071157658&partnerID=40&md5=4002e313e82daa54604d5c982b4445c7
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Rahayu Rahayu
This work is licensed under a Creative Commons Attribution 4.0 International License.
