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This study evaluates the quality of pharmaceutical services for outpatients at a referral hospital in Karawang, Indonesia, using the ServQual method and Quality Function Deployment (QFD) to identify gaps between patient expectations and perceptions. Results indicated significant dissatisfaction, particularly regarding the speed and accuracy of service, with a negative gap in all quality dimensions assessed. Recommendations for improvement include enhancing customer satisfaction training and addressing ident

Author

Fauzia Wijayanto

Language

EN