ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP
KUALITAS PELAYANAN OBAT TANPA RESEP
DI APOTEK SIDODADI
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Institusion
Sekolah Tinggi Ilmu Kesehatan Nasional
Author
Nurhaesti, Nurhaesti
Subject
RN Pharmacy and Pharmaceutical Mathematics
Datestamp
2021-03-02 03:54:07
Abstract :
A Pharmacy is a particular place where efforts are made in the field of pharmaceutical works and drug distribution to the public. Customer satisfaction can affect the interest to return the same pharmacy. Customer satisfaction is an assessment of good or bad pharmaceutical services received by customers. Accepted customer satisfaction can be seen with service quality method that derides service quality into five dimention, namely: reliability, responsiveness, assurance, empathy, and tangible. This research was conducted to analyze the level of customer satisfaction on the quality, of drug service without prescription. The research design used is description design. This research was conducted at Sidodadi pharmacy with 100 samples. Sampling is done by purposive sampling technique. The research instrument used is in the form of questionnaire about the level of customer satisfaction quality of pharmaceutical services. The research result from all dimension show that customer were not satisfied with the quality of without drug prescription services at Sidodadi pharmacy with a value of -0,11. The value of reliability dimension is -0,16 (not satisfied), the responsiveness dimensions is -0,16 (not satisfied), the assurance dimensions is -0,16 (not satisfied), the empathy dimensions is -0,05 (not satisfied), and the tangible dimensions is -0,12 (not satisfied).
A Pharmacy is a particular place where efforts are made in the field of pharmaceutical works and drug distribution to the public. Customer satisfaction can affect the interest to return the same pharmacy. Customer satisfaction is an assessment of good or bad pharmaceutical services received by customers. Accepted customer satisfaction can be seen with service quality method that derides service quality into five dimention, namely: reliability, responsiveness, assurance, empathy, and tangible. This research was conducted to analyze the level of customer satisfaction on the quality, of drug service without prescription. The research design used is description design. This research was conducted at Sidodadi pharmacy with 100 samples. Sampling is done by purposive sampling technique. The research instrument used is in the form of questionnaire about the level of customer satisfaction quality of pharmaceutical services. The research result from all dimension show that customer were not satisfied with the quality of without drug prescription services at Sidodadi pharmacy with a value of -0,11. The value of reliability dimension is -0,16 (not satisfied), the responsiveness dimensions is -0,16 (not satisfied), the assurance dimensions is -0,16 (not satisfied), the empathy dimensions is -0,05 (not satisfied), and the tangible dimensions is -0,12 (not satisfied).
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