Bpjs kesehatan patients satisfaction on pharmaceutical services in community health center (Puskesmas)―south surabaya area

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Background: The implementation of health care efforts in the Puskesmas, as primary health care facility, needs to be supported by proper pharmaceutical services through patient perceptions. The measurement of patient satisfaction is based on five dimensions of service quality, namely reliability, responsiveness, assurance, empathy and tangibles. Objective: The purpose of this study was to determine satisfactory of the patient using Social Health Security Agency (BPJS Kesehatan) Health Insurance on pharmaceutical services in the Puskesmas Method: This was a descriptive cross-sectional study which including 120 respondents who had pharmacy services at that time in the puskesmas. Questionnaire with a Likert scale were used in this study, which was previously tested for validity and reliability. Data analysis was done by comparing the patient’s perception of performance and expectations using the servqual and customer window methods. Results: It shown that there were 18/25 items of negative statements which meant that the patients were not satisfied. The results using the customer window method shown an illustration in 4 quadrants. Quadrant A (indicators that are the top priority to be improved), quadrant B (indicators that need to be maintained), quadrant C (indicators that are in low priority) and quadrant D (indicators that are perceived as excessive by patients). Conclusion: In general, patients were still not satisfied with the pharmacy services in the Puskesmas. This patient’s perception was influenced by the quality of services as well as the experience they have.

Original languageEnglish
Pages (from-to)1482-1487
Number of pages6
JournalIndian Journal of Public Health Research and Development
Issue number9
Publication statusPublished - Sept 2019


  • Customer window
  • Expectation
  • Satisfaction
  • Service performance
  • Servqual method


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