An Analysis of Patient Satisfaction with Pharmacy Services at X Health Clinic in Jember / An Studi Kepuasan Pengguna Layanan Farmasi di Klinik Kesehatan X di Jember

User satisfaction with pharmaceutical services in healthcare facilities is a critical indicator of service quality and plays an essential role in improving the overall healthcare experience. High satisfaction levels reflect the appropriateness, efficiency, and responsiveness of pharmacy services. This study aimed to evaluate the level of satisfaction among users of pharmaceutical services at the Pharmacy Installation of Clinic X in Jember. This study employed a prospective observational design conducted in August 2025. The study population consisted of outpatients receiving pharmaceutical services, and the sample included patients who met the inclusion criteria and agreed to participate. A total of 160 respondents were selected using consecutive sampling, a non-probability sampling technique. Data were collected using a structured questionnaire and tables documenting respondent characteristics and patient satisfaction outcomes. Satisfaction was assessed across five dimensions of pharmaceutical service quality: reliability, responsiveness, empathy, tangibles, and assurance. Descriptive analysis was used to summarize respondent characteristics and satisfaction scores. Of the 160 respondents, the majority were female (71.25%) and within the age group of 25–44 years (53.75%). Most respondents had a senior high school education or equivalent (50.00%), were self-employed (64.38%), and had visited the clinic twice (38.75%). Satisfaction scores across service dimensions were as follows: reliability 97.1%, responsiveness 65.5%, empathy 68.1%, tangibles 82.1%, and assurance 66.7%. The overall Customer Satisfaction Index (IKM) was 82.2%, categorizing the service quality as good. The results indicate that users were generally satisfied with the pharmaceutical services provided at Clinic X. The high score in the reliability dimension suggests consistent service performance and accuracy. However, the lower scores in responsiveness, assurance, and empathy highlight areas requiring improvement, particularly regarding timely service delivery, confidence-inspiring interactions, and patient-centered communication. Although the overall satisfaction level was good, targeted improvements in these dimensions are essential for enhancing the overall quality of pharmaceutical care. Overall, the level of user satisfaction with pharmaceutical services at Clinic X was categorized as good, with an IKM score of 82.2%. All five dimensions of service quality were rated positively, although responsiveness, assurance, and empathy showed room for improvement. These results highlight the importance of strengthening service quality components beyond technical accuracy to ensure a more holistic and patient-centered pharmaceutical care experience.

Kepuasan pengguna layanan kefarmasian di fasilitas pelayanan kesehatan merupakan aspek sangat penting karena menjadi indikator kualitas baik atau buruknya layanan farmasi di fasilitas kesehatan. Studi ini untuk mengetahui sejauh mana pengguna layanan puas terhadap layanan farmasi di Instalasi Farmasi Klinik Kesehatan X di Jember. Pengambilan data dilakukan dengan observasional prospektif yang dilaksanakan pada bulan Agustus 2025, dan sebagai populasi adalah pasien poli rawat jalan yang sedang menerima layanan farmasi, sampel mencakup pasien rawat jalan di Instalasi farmasi Klinik yang bersedia berpartisipasi sebagai subyek penelitian, dengan total 160 responden yang terpilih dengan metode consecutive sampling  teknik non probabality sampling dengan pemilihan responden yang memenuhi kriteria inklusi dan bersedia berpartisipasi. Pengumpulan data dilakukan menggunakan instrumen berupa kuisioner, serta tabel yang berisi karakteristik responden dan hasil penilaian kepuasan pasien. Hasil analisis, responden dengan jenis kelamin perempuan merupakan kelompok terbanyak yang mencapai 71.25%, kelompok usia 25-44 tahun sebesar 53.75%. Tingkat pendidikan responden sebagian besar SMA atau sederajat 50.00%, pekerjaan terbanyak sebagai wiraswasta 64.38% kunjungan responden ke klinik paling banyak dua kali kunjungan, yaitu sebesar 38.75%. Dari hasil analisis kepuasan responden pada layanan kefarmasian yang meliputi reliability sebesar 97,1%, responsiveness 65,5%, empathy 68,1%, tangible 82,1%, dan assurance 66,7%, dengan total nilai IKM sebesar 82,2%. Berdasarkan hasil tersebut, seluruh dimensi termasuk dalam penilaian baik, sehingga secara umum pengguna layanan merasa puas terhadap pelayanan yang diterima. Namun, penilaian berdasarkan dimensi mutu pelayanan menunjukkan bahwa beberapa aspek masih perlu diperbaiki pada dimensi resposiveness, dimensi assurance dan dimensi empathy. Secara keseluruhan, meskipun tingkat kepuasan masyarakat tergolong baik, hasil ini menegaskan perlunya upaya peningkatan pada aspek resposivenss, assurance dan empathy untuk meningkatkan mutu pelayanan secara keseluruhan.