The Relationship Between Service Quality Dimensions and Outpatient Satisfaction Levels at the Pharmacy Installation of Arosuka Regional General Hospital, Solok Regency in 2026

Abstract

Patient satisfaction is an important indicator of healthcare service quality and reflects patients' perceptions of the services they receive. In hospital pharmacy services, service quality can be assessed using the SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy. This study aimed to analyze the association between service quality dimensions and outpatient satisfaction at the Pharmacy Installation of Arosuka Regional Hospital, Solok Regency. A quantitative study with a cross-sectional design was conducted from January to May 2026. A total of 357 respondents were selected from 3,355 outpatients using simple random sampling based on the Slovin formula. Data were collected using structured questionnaires and analyzed through univariate analysis and the Chi-square test with a 95% confidence level, with statistical significance set at p ≤ 0.05. The findings showed that 62.2% of respondents were satisfied with the pharmacy services provided. Most respondents also rated the tangibles, reliability, responsiveness, assurance, and empathy dimensions positively. Chi-square analysis demonstrated statistically significant associations between all five SERVQUAL dimensions and outpatient satisfaction (all p < 0.001). Among these dimensions, reliability and responsiveness emerged as the most influential factors, indicating that patients place greater importance on timely, accurate, and responsive pharmacy services. These findings suggest that continuous improvements in service reliability and responsiveness, supported by adequate physical facilities, professional competence, effective communication, and patient-centered care, are essential to enhance patient satisfaction and improve the overall quality of hospital pharmacy services.