The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre

Adryan Fristiohady (1) , La Ode Muhammad Fitrawan (2) , Yusniati Dwi Pemudi (3) , Ruslin Ruslin (4) , Sunandar Ihsan (5) , Ruslan Ruslan (6) , La Ode Muhammad Julian Purnama (7)
(1) Universitas Halu Oleo , Indonesia
(2) Universitas Halu Oleo , Indonesia
(3) Universitas Halu Oleo , Indonesia
(4) Universitas Halu Oleo , Indonesia
(5) Universitas Halu Oleo , Indonesia
(6) Universitas Halu Oleo , Indonesia
(7) Universitas Halu Oleo , Indonesia


The quality of outpatient services can be measured by the SERVQUAL model that considers five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to look at the effect of service quality on outpatient satisfaction at the Poasia community health center's pharmacy. The subjects in this study were 33 outpatients. The analysis technique used is gap analysis to compare patients' expectations and reality, normality test data based on questionnaire patient satisfaction tested for validation. This study's results indicate the average value of the gap in the Poasia community health center's pharmacy, amounting to -0.44. From the value of the gap, the lowest gap value in the pharmacy center of Poasia is the place of service and the provision of inadequate drug information of -0.88. Based on the paired t-test where a significant value >0.05, Ho is rejected, and Ha accepted, which means a significant difference between the quality of service and patients' satisfaction in the Pharmacy of Puskesmas Poasia Kendari City. This study concludes that there is a significant gap between expectations and reality at the Poasia community health center's pharmacy.

Full text article

Generated from XML file


Anderson, C. & Sharma, R. (2020). Primary health care policy and vision for community pharmacy and pharmacists in England. Pharmacy Practice, 18(1), 1870. doi:10.18549/PharmPract.2020.1.1870
Bobbins, A.C., Burton, S., & Fogarty, T.L. (2020). Different models of pharmaceutical services and care in primary healthcare clinics in the Eastern Cape, South Africa: Challenges and opportunities for pharmacy practice. African Journal of Primary Health Care and Family Medicine, 12(1), 2323. doi:10.4102/phcfm.v12i1.2323
Chusna, N., Fetriana, T., & Adawiyah, R. (2018). Tingkat Kepuasan Pasien terhadap Pelayanan Kefarmasian di Puskesmas Pahandut Kota Palangka Raya. Borneo Journal of Pharmacy, 1(2), 89-92. doi:10.33084/bjop.v1i2.379
Djunaidi, M., Setiawan, E., & Hariyanto, T. (2006). Analisis Kepuasan Pelanggan Dengan Pendekatan Fuzzy Service Quality Dalam Upaya Peningkatan Kualitas Pelayanan. Jurnal Ilmiah Teknik Industri, 4(3), 139-146. doi:10.23917/jiti.v4i3.1563
Fristiohady, A., Fitrawan, L.O.M., Pemudi, Y.D., Ihsan, S., Ruslin, R., Bafadal, M., Nurwati, N., & Ruslan, R. (2020). Analisis Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan di Puskesmas Puuwatu Kota Kendari menggunakan Metode SERVQUAL. Jurnal Surya Medika (JSM), 6(1), 6-12. doi:10.33084/jsm.v6i1.1442
Ghasemi, A. & Zahediasl, S. (2012). Normality Tests for Statistical Analysis: A Guide for Non-Statisticians. International Journal of Endocrinology and Metabolism, 10(2), 486-489. doi:10.5812/ijem.3505
Herman, M.J. & Susyanty, A.L. (2012). An Analysis of Pharmacy Services by Pharmacist in Community Pharmacy, Buletin Penelitian Sistem Kesehatan, 15(3), 271-281.
Hidayah, M.R., Pratiwi, H., & Nuryanti, N. (2019). Evaluasi Kepuasan Pasien Terhadap Pelayanan Oleh Apoteker di Ruang Farmasi Puskesmas Purwokerto Timur I. Acta Pharmaciae Indonesia : Acta Pharm Indo, 7(1), 1-11. doi:10.20884/1.api.2019.7.1.2364
Ismana, M.F. (2015). Hubungan Antara Lima Dimensi Mutu Pelayanan Rawat Jalan Dengan Kepuasan Pasien. Jurnal Kesehatan, 6(2), 708-717. doi:10.38165/jk.v6i2.151
Ko, C.H. & Chou, C.M. (2020). Apply the SERVQUAL Instrument to Measure Service Quality for the Adaptation of ICT Technologies: A Case Study of Nursing Homes in Taiwan. Healthcare, 8(2), 108. doi:10.3390/healthcare8020108
Krieger, J. & Higgins, D.L. (2002). Housing and Health: Time Again for Public Health Action. American Journal of Public Health, 92(5), 758-768. doi:10.2105/ajph.92.5.758
Kumar, S. & Preetha, G.S. (2012). Health Promotion: An Effective Tool for Global Health. Indian Journal of Community Medicine, 37(1), 5-12. doi:10.4103/0970-0218.94009
Kuntoro, W. & Istiono, W. (2017). Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Kretek Bantul Yogyakarta. Jurnal Kesehatan Vokasional, 2(1), 140-147. doi:10.22146/jkesvo.30327
Lely, M. & Suryati, T. (2018). Persepsi Pasien Rawat Jalan Terhadap Kualitas Pelayanan Di Rumah Sakit. Buletin Penelitian Kesehatan, 46(4), 239-246. doi:10.22435/bpk.v46i4.33
Lewis, R.C. & Booms, B.H. (1983). The marketing aspect of service quality. In Berry L., Shostack, G., & Upah, G. (Eds.). Emerging Perspective on Service Marketing. Chicago, US: American Marketing Association.
Martínez-Mardones, F., Ahumada-Canale, A., Gonzalez-Machuca, L., & Plaza-Plaza, J.C. (2020). Primary health care pharmacists and vision for community pharmacy and pharmacists in Chile. Pharmacy Practice, 18(3), 2142. doi:10.18549/PharmPract.2020.3.2142
Mayberry, R.M., Nicewander, D.A., Qin, H., & Ballard, D.J. (2006). Improving quality and reducing inequities: a challenge in achieving best care. Proceedings (Baylor University. Medical Center), 19(2), 103-118. doi:10.1080/08998280.2006.11928138
Ministry of Health of the Republic of Indonesia. (2016). Peraturan Menteri Kesehatan No. 74 Tahun 2016 Tentang Standar Pelayanan Kefarmasian di puskesmas. Jakarta, Indonesia: Ministry of Health of the Republic of Indonesia
Mitchell, P.H. (2008). Defining Patient Safety and Quality Care. In Hughes, R.G. (Ed). Patient Safety and Quality: An Evidence-Based Handbook for Nurses. Rockville, US: Agency for Healthcare Research and Quality.
Mohebifar, R., Hasani, H., Barikani, A., & Rafiei, S. (2016). Evaluating Service Quality from Patients' Perceptions: Application of Importance–performance Analysis Method. Osong Public Health and Research Perspectives, 7(4), 233-238. doi:10.1016/j.phrp.2016.05.002
Mulia, D.S. (2017). Tingkat Kepuasan Pasien Umum Rawat Jalan terhadap Kualitas Pelayanan Instalasi Farmasi RSUD Dr. Doris Sylvanus Palangka Raya. Jurnal Surya Medika (JSM), 2(2), 40-48. doi:10.33084/jsm.v2i2.358
Mulyono, S. (1991). Statistika Untuk Ekonomi. Jakarta, Indonesia: Lembaga Penerbit Fakultas Ekonomi Universitas Indonesia.
Nadi, A., Shojaee, J., Abedi, G., Siamian, H., Abedini, E., & Rostami, F. (2016). Patients’ Expectations and Perceptions of Service Quality in the Selected Hospitals. Medical Archives, 70(2), 135-139. doi:10.5455/medarh.2016.70.135-139
Sastroasmoro, S. & Ismael, S. (2011). Dasar-dasar Metodologi Penelitian Klinis. Jakarta, Indonesia: Binarupa Aksara.
Wendimagegn, N.F. & Bezuidenhout, M.C. (2019). Integrating promotive, preventive, and curative health care services at hospitals and health centers in Addis Ababa, Ethiopia. Journal of Multidisciplinary Healthcare, 12, 243-255. doi:10.2147/JMDH.S193370
Widayati, M.Y., Tamtomo, D., & Adriani, R.B. (2017). Factors Affecting Quality of Health Service and Patient Satisfaction in Community Health Centers in North Lampung, Sumatera. Journal of Health Policy and Management, 2(2), 165-175. doi:10.26911/thejhpm.2017.02.02.08
Zun, A.B., Ibrahim, M.I., & Hamid, A.A. (2018). Level of Satisfaction on Service Quality Dimensions Based on SERVQUAL Model Among Patients Attending 1 Malaysia Clinic in Kota Bharu, Malaysia. Oman Medical Journal, 33(5), 416-422. doi:10.5001/omj.2018.76


Adryan Fristiohady (Primary Contact)
La Ode Muhammad Fitrawan
Yusniati Dwi Pemudi
Ruslin Ruslin
Sunandar Ihsan
Ruslan Ruslan
La Ode Muhammad Julian Purnama
Fristiohady A, Fitrawan LOM, Pemudi YD, Ruslin R, Ihsan S, Ruslan R, Purnama LOMJ. The Effect of Quality Service Towards Outpatients Satisfaction at Poasia Community Health Centre. Borneo J Pharm [Internet]. 2020Nov.30 [cited 2024May24];3(4):270-7. Available from:

Article Details

Most read articles by the same author(s)