OVERVIEW OF PATIENT SATISFACTION WITH SELF-MEDICATION SERVICES AT SUKUN FARMA PHARMACY, MALANG CITY

Background : Patient satisfaction is a feeling that arises after the patient compares the performance and expectations felt after receiving service. Service is a thing or a way of serving, and an effort to meet the needs of others by getting compensation (money), which is given by the buyer through the sale and purchase of goods or services (KBBI).
Objective : This study was conducted to determine the picture of patient satisfaction with self-medication services at Sukun Farma Pharmacy, Malang City.
Method : This research is a descriptive study with a sample size of 100 respondents or patients, using a questionnaire to collect data.
Results and Conclusion : Based on the data analysis and discussion that has been explained in the previous chapter, the results of the gap analysis show that the level of service quality of Sukun Farma Pharmacy in Malang City has a negative value (-) where the results of the gap test between patient perception and patient expectations as a whole have a value of -2.420 which indicates that the services provided by Sukun Farma Pharmacy staff have not fully met patient expectations.