TINGKAT KEPUASAN PASIEN SWAMEDIKASI TERHADAP PELAYANAN KEFARMASIAN DI APOTEK KELURAHAN KEPANJEN KIDUL KOTA BLITAR

Background: Self-medication is the use of drugs for therapeutic purposes without professional advice or without a prescription. Self-medication must be carried out under the supervision of the pharmacist as the person in charge of the drug. The role of pharmacists is also expected to assist patients in performing self- medication properly to improve service quality in order to achieve self-medication patient satisfaction. Research objectives: The purpose of this study was to analyze the level of satisfaction of self-medication patients on the quality of pharmaceutical services in several pharmacies in Kepanjen Kidul Village, Kepanjen Kidul District, Blitar City. Research Methods: The type of research used is descriptive research with a cross-sectional sampling technique used is probability sampling with purposive sampling method. The instrument used is a questionnaire about patient satisfaction with a Likert scale. There are two variables used in this study, namely the independent variable and the dependent variable. The independent variable: pharmaceutical services at the Kepanjen Kidul district pharmacy, the dependent variable: self-medication patient satisfaction with the pharmacy services at the Kepanjen Kidul village pharmacy.medication service assessment was measured by a questionnaire consisting of five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, Empathy dimensions. Results and conclusions: The number of samples used was 100 respondents. In the IPA (Importance Performance analysis) method, the average total mean (x̄ ) on the reality variable of 4.28 and on the expectation variable of 4.61. The results of the calculation of the servqual obtained a negative score, namely all statement items have a performance score smaller than the expected score, it can be concluded that the patient is not satisfied with the service at the Kepanjen Kidul village pharmacy, Blitar Cit