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

Kamelia Agustini; Ratih Hurriyati; Bambang Widjajanta; Akhmad Priyadi; Ratna Puspitasari

doi:10.2991/978-94-6463-234-7_102

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

Authors

Kamelia Agustini¹^{, 2}^{, 3}^{, *}, Ratih Hurriyati¹, Bambang Widjajanta¹, Akhmad Priyadi¹^{, 2}^{, 3}, Ratna Puspitasari¹^{, 2}^{, 3}

¹Universitas Pendidikan Indonesia, 40154, Bandung, Indonesia

²Department of D-3 Farmacy, Akademi Farmasi Bumi Siliwangi, Bandung, Indonesia

³Department of Farmacy, Universitas Bhakti Kencana, Bandung, Indonesia

^*Corresponding author. Email: kameliaagustini@upi.edu

Corresponding Author

Kamelia Agustini

Available Online 29 September 2023.

DOI: 10.2991/978-94-6463-234-7_102 How to use a DOI?
Keywords: Patient Satisfaction; Quality Of Pharmaceutical Services; National Health Insurance Patients; Servqual
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.
Copyright: © 2024 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
Series: Advances in Economics, Business and Management Research
Publication Date: 29 September 2023
ISBN: 10.2991/978-94-6463-234-7_102
ISSN: 2352-5428
DOI: 10.2991/978-94-6463-234-7_102 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - Kamelia Agustini
AU  - Ratih Hurriyati
AU  - Bambang Widjajanta
AU  - Akhmad Priyadi
AU  - Ratna Puspitasari
PY  - 2023
DA  - 2023/09/29
TI  - Patient Satisfaction Level of Chronic Illness National Health Insurance to Pharmaceutical Services
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 985
EP  - 995
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_102
DO  - 10.2991/978-94-6463-234-7_102
ID  - Agustini2023
ER  -

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