Hubungan Waktu Tunggu Pelayanan Resep Terhadap Kepuasan Pasien di Apotek Sobat Sulfat Kota Malang

Abstract

Pharmacy is a pharmaceutical service facility where pharmaceutical practices are carried out by pharmacists to ensure service quality. Prescription service waiting time is an indicator of service quality that impacts patient satisfaction. This study aims to analyze the relationship between prescription service waiting time and patient satisfaction at Sobat Sulfat Pharmacy, Malang City. This research is a quantitative study with a cross-sectional approach. The sampling technique used accidental sampling with a sample size of 98 respondents calculated using the Slovin formula. Data collection was conducted using a stopwatch and data collection sheets to measure waiting time, and questionnaires to measure patient satisfaction. Data analysis used the Spearman rho test. The results showed that prescription service waiting time according to standards was 67 respondents (68.4%) and not according to standards was 31 respondents (31.6%). Patient satisfaction showed that 74 respondents (75.5%) were satisfied and 24 respondents (24.5%) were dissatisfied. The Spearman rho test results obtained a p value = 0.000 < α = 0.05, indicating a very significant relationship between prescription service waiting time and patient satisfaction. All patients who received fast service (according to standards) felt satisfied without exception, while the majority of dissatisfaction emerged when waiting time exceeded the expected limit. The conclusion of this study is that there is a relationship between prescription service waiting time and patient satisfaction at Sobat Sulfat Pharmacy, Malang City.