ANALISIS Gap PENGARUH MUTU PELAYANAN KEFARMASIAN TERHADAP KEPUASAN KONSUMEN DI APOTEK KAMPUNG ARAB TANJUNG SELOR TAHUN 2016

Irpan, Irpan (2016) ANALISIS Gap PENGARUH MUTU PELAYANAN KEFARMASIAN TERHADAP KEPUASAN KONSUMEN DI APOTEK KAMPUNG ARAB TANJUNG SELOR TAHUN 2016. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Pharmacy service is a direct service responsible to patients. Customer service level could be measured by comparing the customers‟ expected service quality and the service they actually received. This study aimed to find out the compatibility of pharmacy officers‟ performance and the patients or customers‟ expectation in Kampung Arab Pharmacy in Tanjung Selor. This research was conducted using questionnaire given to 105 patients or customers using total sampling technique in Kampung Arab Pharmacy in Tanjung Selor. Data of correlation between independent variable (tangibles, reliability, responsiveness, assurance and empathy) and dependent variable (customer satisfaction) were analyzed using simple linear regression, multiple regression analysis and gap analysis. The result of research showed that the percentage of customer (patient) satisfaction in Kampung Arab Pharmacy in Tanjung Selor was 85.1% for tangibles, 84.3% for reliability, 86,8% for responsiveness, 88.8% for assurance and 87.2% for empathy, and the mean customer satisfaction was 86.0% meaning that the score of satisfaction was very high. The gap scores of the five dimensions in descending order were as follow: reliability (-0.55), tangibles (-0.50), responsiveness (-0.46), assurance (-0.39), and empathy (-0.44). Keywords: Pharmacy Service, Customer Satisfaction, and Gap Analysis

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Pharmacy Service, Customer Satisfaction, and Gap Analysis
Subjects: R Medicine > RS Pharmacy and materia medica
Divisions: Fakultas Farmasi > Prodi S1 Farmasi
Depositing User: magdalena kartika ningsih
Date Deposited: 23 Feb 2019 03:25
Last Modified: 23 Feb 2019 03:25
URI: http://repo.setiabudi.ac.id/id/eprint/710

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