Studi Kepuasan Pasien terhadap Pelayanan Swamedikasi dan Pelayanan Obat dengan Resep melalui Telefarmasi di Wilayah Jawa Tengah

Abstract

The advancement of information technology has enabled the development of telepharmacy, improving access to pharmaceutical services. This study aimed to identify patient characteristics, assess satisfaction levels, and examine their association with telepharmacy services in Central Java. A descriptive-analytic cross-sectional design was conducted using an online questionnaire with 403 respondents selected by purposive sampling. Satisfaction was measured using a Likert scale based on six service quality dimensions: effectiveness, efficiency, accessibility, patient-centeredness, equity, and safety. The majority of respondents were female (74.7%), aged 18-25 years (69.2%), had higher education (51.1%), and were employed (68.2%). Most respondents had a monthly income of IDR 2,500,000-5,000,000 (41.4%) and used telepharmacy services less than three times in the past six months (82.9%). Overall satisfaction was categorized assatisfied (80.4%), with significant associations found between satisfaction and age, education level, and income (p<0.05), while no significant associations were observed with gender, employment status, and frequency of use (p>0.05). These findings indicate that telepharmacy services are generally well accepted and provide satisfactory outcomes.