Patient Satisfaction Level of Chronic Illness National Health Insurance to Pharmaceutical Services

Kamelia Agustini (), Ratih Hurriyati, Bambang Widjajanta, Akhmad Priyadi and Ratna Puspitasari
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Kamelia Agustini: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Bambang Widjajanta: Universitas Pendidikan Indonesia
Akhmad Priyadi: Universitas Pendidikan Indonesia
Ratna Puspitasari: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 985-995 from Springer

Abstract: Abstract One of the quality services is by examining the degree of a client or patient satisfaction. Attempting to raise the standard of service is absolutely necessary as determined by the degree of patient satisfaction. This study aimed to assess how satisfied chronic disease patients were with pharmaceutical services in pharmacies in Bandung City. This patient satisfaction analysis uses five dimensions: responsiveness, reliability, assurance, empathy, and tangible. The method used is descriptive quantitative by distributing questionnaires consisting of 19 questions to 134 National Health Insurance patients with chronic diseases who redeemed drugs at one of the pharmacies in Bandung. According to the servqual approach, overall, patients are quite satisfied with the services of national health insurance chronic disease patients at the Bandung Pharmacy, seen from the average index results obtained from each dimension: responsiveness, reliability, assurance, empathy, and tangible.

Keywords: Patient Satisfaction; Quality Of Pharmaceutical Services; National Health Insurance Patients; Servqual (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-234-7_102

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