ANALISIS KUALITAS PELAYANAN KEFARMASIAN TERHADAP KEPUASAN PELANGGAN DI APOTEK CAHAYA SEHAT NUSUKAN SURAKARTA

WIDIANTO, Arif (2016) ANALISIS KUALITAS PELAYANAN KEFARMASIAN TERHADAP KEPUASAN PELANGGAN DI APOTEK CAHAYA SEHAT NUSUKAN SURAKARTA. Skripsi thesis, Universitas Setia Budi Surakarta.

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Abstract

Pharmacy as one form of health care services to the community in order to remain competitive need to pay attention to customer satisfaction with the services provided. The purpose of this study is to find out the effect of the quality of pharmaceutical services to customer satisfaction in Cahaya Sehat Pharmacy Nusukan Surakarta. This study was conducted using questionnaires given to 152 customers by using purposive sampling method. Data were analyzed with GAP test to determine whether there is a difference between the level of quality of service received by the level of quality of service expected by the customer. Next, data was analysed by simple linier regression and doubled. Based on the research result, it can be concluded that there is a significant difference between the average of pharmacy service quality received and hoped. The quality of pharmacy service has satisfied the customers of out Cahaya Sehat Pharmacy Nusukan Surakarta. Five dimensions of the quality of pharmaceutical services influent partially to the customers satisfaction with < 0,05 significant and influent simultantly with significant mark 0,000 < 0,05. The customers satisfaction in Cahaya Sehat pharmacy Nusukan Surakarta can be explained by the dimensions of the pharmacy service quality, involving Tangibles, Reliability, Responsiveness, Assurance, and Emphaty by the percentage of 19,3%. Keywords: Customer satisfaction, pharmaceutical care quality, Cahaya Sehat Pharmacy Nusukan Surakarta

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Customer satisfaction, pharmaceutical care quality, Cahaya Sehat Pharmacy Nusukan Surakarta
Subjects:	R Medicine > RA Public aspects of medicine
Divisions:	Fakultas Farmasi > Prodi S1 Farmasi
Depositing User:	Tifany Nur Arfiana
Date Deposited:	26 Sep 2019 08:15
Last Modified:	26 Sep 2019 08:15
URI:	http://repo.setiabudi.ac.id/id/eprint/1315

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