ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI APOTEK SANRO WATES – YOGYAKARTA TAHUN 2013

Saputra, Widagda Hindar (2013) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DI APOTEK SANRO WATES – YOGYAKARTA TAHUN 2013. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Due to customers’ high demand and hope towards health service, the qualified service improvement by the health service provider is needed. This study was aimed at knowing the influence of the service quality on customers’ satisfaction at Sanro Pharmacy in Wates Yogyakarta. This study was a survey research by using questionnaire. The data collection technique was done by using purposive sampling method, in which there were 340 respondents at Sanro Pharmacy in Wates Yogyakarta. The data analysis by using correlation analysis was used to know whether there was a relation between the service quality and customers’ satisfaction, and regression analysis was used to know the influence of the service quality on customers’ satisfaction at Sanro Pharmacy in Wates Yogyakarta. The data processing of this research result was done by using SPSS version17 for window program. According to the results of the study, it can be concluded that some dimensions of service quality, including Tangibles, Reliability, Responsiveness, and Assurance have no influence on the customers’ satisfaction, while the dimension of Empathy influences the customers’ satisfaction partially. In addition, simultaneously the dimensions of the service quality, such as, Tangibles, Reliability, Responsiveness, Assurance, and Empathy influences the customers’ satisfaction at Sanro Pharmacy in Wates Yogyakarta. The customers’ satisfaction at Sanro Pharmacy in Wates Yogyakarta can be explained by the dimensions of the service quality, involving Tangibles, Reliability, Responsiveness, Assurance, and Empathy by the percentage of 9,60%. Key words: service quality, customers’ satisfaction

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	service quality, customers’ satisfaction
Subjects:	R Medicine > RS Pharmacy and materia medica
Divisions:	Fakultas Farmasi > Prodi S1 Farmasi
Depositing User:	B Supri Yadi
Date Deposited:	20 Nov 2019 03:53
Last Modified:	20 Nov 2019 03:53
URI:	http://repo.setiabudi.ac.id/id/eprint/3069

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