RELATIONSHIP BETWEEN IMPLEMENTATION OF PHARMACY SERVICE STANDARDS AND PATIENT SATISFACTION IN KELUARGA PHARMACY NETWORK, RIAU PROVINCE

Abstract

Introduction: The increasing number of pharmacies in Indonesia requires pharmacists to implement the Pharmaceutical Service Standards (PSS) to ensure service quality and public satisfaction. This research aims to analyze the implementation of DSS and its relationship with customer satisfaction at Apotek Keluarga in Riau Province. Methods: A descriptive non-experimental research method with a cross-sectional design was used, involving 25 pharmacists and 110 customers selected thru purposive sampling. Data was collected using a checklist form for the implementation of the DSS and a Servqual questionnaire. Results: The research findings indicate that the overall implementation of the DSS is in the Good category (83%), although Clinical Pharmacy Services remain a weak point. Meanwhile, customer satisfaction levels across the five Servqual dimensions are in the Very Satisfied category (>90%). Bivariate analysis showed no significant relationship between the implementation of DSS and customer satisfaction (p=0.065; r=0.176). Conclusion: The implementation of the DSS at Apotek Keluarga has been structurally sound, but has not yet significantly impacted customer satisfaction. Efforts to improve clinical pharmacy services, particularly medication counselling and therapy monitoring, are needed to strengthen the patient-oriented care approach in order to enhance patient satisfaction and the quality of pharmaceutical services. Customer satisfaction is more influenced by subjective experiences and interpersonal interactions with pharmacists, such as empathy and responsiveness, than by technical adherence to operational standards