Email this article A Comprehensive Analysis Of Pharmaceutical Service Quality And Patient Satisfaction Across Healthcare Facilities (Primary Health Centers, Hospitals, And Pharmacies): A Narrative Review
Abstract
The quality of pharmaceutical services and patient satisfaction are two interrelated indicators in assessing the success of healthcare services in community health centers, hospitals, and pharmacies. Research in Indonesia tends to discuss both separately within one type of facility, so cross-comparisons among the three facilities are still limited. This review aims to map, compare, and synthesize scientific evidence regarding the quality of pharmaceutical services and patient satisfaction in Indonesia, while also identifying service dimensions, measurement methods, related factors, and research gaps. Article searches were conducted through Google Scholar, Garuda, and SINTA from July 5–10, 2026, covering articles from 2021–2026 and at least indexed SINTA 3. Out of the initial 55 articles, 22 met the criteria, consisting of eight community health center articles, seven hospital articles, and seven pharmacy articles. The five-dimensional SERVQUAL became the most widely used instrument, both on its own and in combination with other methods. Patients generally fall into the satisfied category, although gaps in performance and expectations are still found, especially regarding the availability of medication, clarity of medication information, and waiting times. The findings indicate the need for strengthening pharmaceutical resources and standardizing the evaluation of service quality across healthcare facilities in Indonesia.
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Syifa Medika: Jurnal Kedokteran dan Kesehatan
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