Narrative Review: The Quality of Pharmaceutical Services on Medication Adherence and Quality of Life at Primary Health Centers SERVQUAL Method

Background: The role of pharmaceutical services in primary health center (Puskesmas) help patients to consume drug properly, and improve the quality of life. But there is still a significant disparity between what expectations patients have and the services they actually get.Objectives: The objective of this study is to examine the association between quality of pharmaceutical services and patients’ medication adherence and quality of life in primary care settings.Methods: This paper utilized a narrative literature review using a systematic search strategy, based on ten articles between 2020 and 2025. We performed a literature search using Google Scholar and PubMed. Articles were selected based on their relevance and predefined inclusion criteria, then screened through a structured selection process. The data were analyzed using a narrative–thematic approach, guided by the five SERVQUAL dimensions: reliability, responsiveness, assurance, empathy, and tangibles.Results: Seventy percent of the studies reported a negative gap in service quality, specifically on reliability and responsiveness dimensions. The low level of patient satisfaction and medication adherence were related to insufficient counseling about their medications, availability of the hospital facilities and the absence of pharmacists. Primary health centers with organized service structure and sufficient pharmacy staff reflected better adherence and quality-of-life measures compared to other primary care systems.Conclusion: Improving unsafe pharmaceutical services in the aspects of communication, timeliness and easy understanding information can have a remarkable impact on improving medication adherence and quality of life patients. The strengthening of the role of pharmacists, in addition to the development of services infrastructure, is also important for achieving these results.