Pengaruh kualitas pelayanan kefarmasian terhadap kepuasan konsumen di apotek

Nurmiwiyati Nurmiwiyati (Program Studi Farmasi Klinis dan Komunitas, StiKes Widya Dharma Husada Tangerang)
Frida Kasumawati (Program Studi Farmasi Klinis dan Komunitas, StiKes Widya Dharma Husada Tangerang)
Nabila Vilda Sulistia (Program Studi Farmasi Klinis dan Komunitas, StiKes Widya Dharma Husada Tangerang)
DOI: 10.56922/pti.v6i6.24 Published: 2026-10-18 pp. 482-489
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Background: Consumer satisfaction is an indicator of the success of pharmaceutical services in a pharmacy. High-quality service can enhance positive experiences and foster consumer loyalty.

Purpose: To determine the influence of pharmaceutical service quality on consumer satisfaction.

Method: This study employed a non-experimental, descriptive quantitative approach using a survey-based questionnaire. It was conducted at Matra Farma Pharmacy in Bogor Regency between March and July 2025. The sample consisted of 96 respondents, determined using the Lemeshow formula. A purposive sampling technique was applied, with inclusion criteria requiring consumers to be at least 16 years old, have previously purchased medication, and be willing to participate as respondents. The independent variable was the quality of pharmaceutical services, while the dependent variable was consumer satisfaction. Data analysis included univariate and bivariate analyses, as well as tests for normality, linearity, and heteroskedasticity; it also incorporated a t-test (partial), a One-Sample T-Test, and an assessment of the coefficient of determination (R²).

Results: The study revealed that 76% of respondents were highly satisfied with the pharmaceutical services, and 77% reported high overall satisfaction. The t-test indicated a significant influence of service quality on consumer satisfaction (p < 0.05). The mean scores for service quality and consumer satisfaction were 44.13 and 35.32, respectively, both of which were statistically significant. An R² value of 0.246 indicates that 24.6% of the variation in consumer satisfaction is explained by the quality of pharmaceutical services.

Conclusion: The quality of pharmaceutical services at the pharmacy in question is excellent and has a positive, significant impact on consumer satisfaction.

 

Keywords: Consumer Satisfaction; Pharmacy; Pharmaceutical Services; Service Quality.

 

Pendahuluan: Kepuasan konsumen merupakan indikator keberhasilan pelayanan kefarmasian di apotek. Pelayanan yang berkualitas dapat meningkatkan pengalaman positif dan loyalitas konsumen.

Tujuan: Untuk mengetahui pengaruh kualitas pelayanan kefarmasian terhadap kepuasan konsumen.

Metode: Penelitian ini menggunakan metode kuantitatif deskriptif non-eksperimental melalui survei dengan kuesioner. Penelitian ini dilakukan di Apotek Matra Farma Kabupaten Bogor, pada bulan Maret–Juli 2025. Sampel penelitian sebanyak 96 responden yang ditentukan menggunakan rumus Lemeshow. Teknik pengambilan sampel menggunakan purposive sampling dengan kriteria konsumen berusia ≥16 tahun, pernah membeli obat, dan bersedia menjadi responden. Variabel independen dalam penelitian ini adalah kualitas pelayanan kefarmasian, sedangkan variabel dependennya adalah kepuasan konsumen. Analisis data mencakup uji univariat, bivariat, uji normalitas, uji linieritas, uji heteroskedastisitas, uji t (parsial), One Sample T-Test, serta uji koefisien determinasi (R²).

Hasil: Penelitian ini menunjukkan, sebanyak 76 responden (79.2%) sangat puas terhadap pelayanan kefarmasian dan kepuasan konsumen berada pada kategori sangant puas sebanyak 77 respoden (80.2%). Uji t menunjukkan pengaruh signifikan antara kualitas pelayanan terhadap kepuasan konsumen (p < 0.05). Nilai rata-rata kualitas pelayanan adalah 44.13 dan kepuasan konsumen 35.32, keduanya signifikan secara statistik. Nilai R² sebesar 0.246, menunjukkan bahwa 24.6% variasi kepuasan konsumen dijelaskan oleh kualitas pelayanan kefarmasian.

Simpulan: Kualitas pelayanan kefarmasian di apotek terkait terbukti sangat baik, berpengaruh positif, dan signifikan terhadap kepuasan konsumen.

 

Kata Kunci: Apotek; Kualitas Pelayanan; Kepuasan Konsumen; Pelayanan Kefarmasian.

Pengaruh kualitas pelayanan kefarmasian terhadap kepuasan konsumen di apotek. (2026). Journal of Pharmacy and Tropical Issues, 6(6), 482-489. https://doi.org/10.56922/pti.v6i6.24
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