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Integration of service quality and quality function deployment as an effort of pharmaceutical service improvement on outpatient in a referral Hospital, Karawang, Indonesia

Fauziah Fauziah , Emma Surachman , Ahmad Muhtadi


The length of waiting time for the drug has often been a problem the patients complain about. This study aimed to analyze the effect of pharmacy service quality based on 5 quality dimensions from ServQual method that has been tangible, reliable, responsive, empathic, and assuring outpatient satisfaction. The difference in gap between perception and expectation was based on the priority scale for improvement of Quality Function Deployment concept. The results showed that the provided services did not meet expectations based on ServQual attributes because each attribute was negative. The biggest gap existed on the attribute of speed and accuracy of pharmacy staff in serving which was equal to -1.3. And, there were 10 attributes of House of Quality as customer satisfaction training was recommended as the main improvement effort. The results of path analysis of 100 samples found that sub-variable reliability and responsiveness had effects on the outpatient satisfaction of 59.8%.

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