#TITLE_ALTERNATIVE#

• Main Author: FITRIANI NIM: 20716301, DEWI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/26553
• Institution: Institut Teknologi Bandung

Pharmacists attendance in pharmacies in Indonesia is now required by law based <br /> <br /> on Letter of Notice Number HK.02.02/Menkes/24/2017 concerning Guidelines for <br /> <br /> Implementation of the Minister of Health Regulations Number 31/2016. This <br /> <br /> research aims to compare service quality between groups of pharmacies with <br /> <br /> pharmacists present more than four hours per day with groups of pharmacies with <br /> <br /> pharmacists present less than four hours per day. This research is done using the <br /> <br /> SERVQUAL instrumen which consists of 22 questions assessing the customer’s <br /> <br /> expectation and another 22 questions assessing the customer’s perception. The <br /> <br /> difference between the customer’s perception with expectation show the customer’s <br /> <br /> gap which describes the quality of the service. If the expectation score is equal to <br /> <br /> the perception score then the quality is considered to be good. This research was <br /> <br /> conducted at ten pharmacies spread across the city of Bandung with 200 <br /> <br /> respondents from each group compared. The results of the analysis show that both <br /> <br /> groups have a negative customer gap value which means that the quality of service <br /> <br /> is considered poor by the customer. However the gap between the group with <br /> <br /> pharmacists present for more than four hours per day is relatively smaller than the <br /> <br /> group of pharmacies with pharmacists present less than four hours per day, which <br /> <br /> is tangibles (-0.33875), reliability (-0.27000), responsiveness (-0.21000), <br /> <br /> assurance (-0.18500) and empathy (-0.19200). Mann-Whitney test showed no <br /> <br /> significant differences in all dimensions between the two pharmacy groups. This <br /> <br /> study ended with a recommendation that all pharmacies must improve the quality <br /> <br /> of their services in all fields and to optimize the presence of pharmacists in <br /> <br /> pharmacies. <br />