Analysis of Outpatient Satisfaction on the Quality of Pharmaceutical Services at Major General Haji Ahmad Thalib Hospital, Kerinci, Jambi Province, Indonesia

Research on the effect of outpatient satisfaction on the quality of pharmaceutical services at Major General H. A. Thalib Hospital, Kerinci, Jambi Province, Indonesia, aims to analyse patient satisfaction based on five dimensions of service quality, namely tangible, responsiveness, reliability, assurance, and empathy. A sample of 106 patients who met the inclusion criteria were taken from an outpatient at this hospital. The duration of the study is three months. The data were collected by cross sectional using questioner and data were processed based on gap value that is difference between performance value and expectation value. The results showed that most of the respondents were women (76.4%) and they were from the younger generation of 18-49 years (57.5%). Most of the respondents had junior high school education (32.1%). Most respondents have income between Rp 1,000,000 to Rp 5,000,000 (73.6%). Most respondents work as housewives (50.9%). The greatest gap is in assurance dimensions (-0.93), followed by responsiveness and empathy dimensions (respectively -0.90), and the lowest gap is in reliability and tangible dimensions (respectively -0.89). The negative gap values indicate that outpatients in this hospital have not been satisfied with the pharmaceutical services provided.