Analysis of Customer Perceptions Regarding the Quality of Health Services at Rizqi Farma Pharmacy in Malakasari Village
DOI:
https://doi.org/10.58191/jomel.v5i2.444Keywords:
Customer perception, quality of health services, pharmacyAbstract
This study aims to analyze customer perceptions regarding the quality of health services at Rizqi Farma Pharmacy in Malakasari Village. The research method used is a qualitative approach. Through descriptive analysis methods, data collection was obtained through observation, interviews, and documentation studies. The results of the study indicate that most customers have a positive perception of the quality of services provided. Several key factors that are attractive include: informative consultation services, friendly and communicative attitudes from pharmacists, additional facilities such as free blood pressure checks and weighing, complete drug availability, and a clean and comfortable pharmacy environment. The most dominant indicator influencing service quality is the Tangible indicator or physical evidence facilities. However, there are still several obstacles and challenges that need to be considered during peak hours which can cause longer waiting times. Nevertheless, health services at Rizqi Farma Pharmacy continue to run optimally, and efforts to improve them are continuously being made.References
Aditama, R. A. (2020). Pengantar manajemen. Ae Publishing.
Anggita, S. L. (2023). PERSEPSI MASYARAKAT TENTANG PELAYANAN APOTEK KOMUNITAS DI KECAMATAN CANDIROTO PASCA PANDEMI COVID-19 (Doctoral dissertation, Skripsi, Universitas Muhammadiyah Magelang).
Hamidiyah, A. (2016). Persepsi pasien tentang kualitas pelayanan dengan minat kunjungan ulang. Penelitian Kesehatan Suara Forikes, 7(3), 121-130.
Handayany, Gemy Nastity (2022) Manajemen Farmasi. EUREKA MEDIA AKSARA, Jawa Tengah. ISBN 978-623-487-378-8
Hardiyansyah, H. (2018). Kualitas pelayanan publik: Konsep, dimensi, indikator dan implementasinya. Gava Media.
Hasan, H., Bora, M. A., Afriani, D., Artiani, L. E., Puspitasari, R., Susilawati, A., ... & Hakim, A. R. (2025). Metode penelitian kualitatif. Yayasan Tri Edukasi Ilmiah.
Idris, V., & Ahmad, I. (2024). Peran Apoteker dalam Meningkatkan Pelayanan Kesehatan Di Puskesmas. Jurnal Riseta Soshum, 1(1), 05-13.
Jalilah, N. H., & Prapitasari, R. (2021). Konsep Dasar Mutu Pelayanan Kesehatan. Penerbit Adab.
Kadarman, A., & Dewi, C. (2024). Faktor-Faktor yang Berhubungan dengan Persepsi Masyarakat Tentang Mutu Pelayanan Farmasi Klinik di Apotek Rumah Sakit Umum Daerah (RSUD) Kabupaten Wakatobi Tahun 2022. Jurnal Pharmacia Mandala Waluya, 3(3), 187-199.
Marlindasari, L., & Kurnia, V. (2023). ANALISIS TINGKAT KUALITAS PELAYANAN TERHADAP PROFITABILITAS DI APOTEK XYZ DI WILAYAH LURAGUNG KUNINGAN JAWA BARAT. Jurnal Farmaku (Farmasi Muhammadiyah Kuningan), 8(1), 25-30.
Narendra, M. P., Skarayadi, O., Duda, M., & Adirestuti, P. (2017). Analisis Tingkat Kepuasan Pelanggan Terhadap Pelayanan Di Apotek Kimia Farma Gatot Subroto Bandung. Kartika: Jurnal Ilmiah Farmasi, 5(1), 31-37.
Nasution, A. F. (2023). Metode penelitian kualitatif.
Nisa, A. H., Hasna, H., & Yarni, L. (2023). Persepsi. KOLONI, 2(4), 213-226.
Pahlani, E., Suryandani, T., & Fadhlurrohman, R. (2022). Peran Apotek Sebagai Tempat Pelayanan Informasi Obat Berdasarkan Persepsi Konsumen Di Apotek K-24 Kiaracondong Bandung. Jurnal Ilmiah JKA (Jurnal Kesehatan Aeromedika), 8(1), 8-15.
Pratiwi, H., Mustikaningtias, I., Widyartika, FR, Setiawan, D., Nasrudin, K., & Julietta, L. (2020). Analisis Persepsi Masyarakat Terhadap Peran Apotek Pada Layanan Kefarmasian Di Apotek Kecamatan Sokaraja, Baturraden, Sumbang, Dan Kedungbanteng. JPSCR: Jurnal Ilmu Farmasi dan Penelitian Klinis, 5 (1). J Farmasi Sains , 1 , 34.
Rinni Wardani, S. E. (2024). PENGANTAR MANAJEMEN TEORI DAN APLIKASI. CV. AZKA PUSTAKA
Simanjuntak, R. H. (2016). Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Apotek Jojo Palembang (Doctoral dissertation, Universitas Katolik Musi Charitas Palembang).
Siswanto, B. (2021). Pengantar manajemen. Bumi Aksara.
Sugiyono, S., & Lestari, P. (2021). Metode penelitian komunikasi (Kuantitatif, kualitatif, dan cara mudah menulis artikel pada jurnal internasional).
Verlyndika, H. F. C., Ardianto, N., Mardianto, R., & Maulidah, W. R. (2023). Hubungan Persepsi Kualitas Pelayanan Kefarmasian Dengan Kepuasan Pelanggan Di Apotek Kayla Farma Malang. Parapemikir: Jurnal Ilmiah Farmasi, 12(3), 413-422.
Wathoni, N., & Rahayu, SA (2014). Survei ekspektasi konsumen di apotek komunitas di Bandung, Indonesia. Jurnal Ilmu Farmasi Terapan , 4 (1), 084-090.
