ANALYSIS SERVICE QUALITY OF BPJS KLINIK UTAMA MEDIKA ANTAPANI PHARMACY USING SERVQUAL AND KANO’S MODEL

• Main Author: Riska Ismaya (19015107), Yunita
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/31843
• Institution: Institut Teknologi Bandung

Better and customer-oriented quality of pharmaceutical services should continue to be developed to meet the needs of an ever-changing and increasing society, while reducing the risk of treatment. BPJS Klinik Utama Medika Antapani Pharmacy as well-known BPJS Pharmacy in Bandung wants to improve their service quality to achieve customer satisfaction. <br /> <br /> To know which service that needs to be improved, the data of customer perception towards the service provided is needed. BPJS Klinik Utama Medika Antapani Pharmacy already doing customer satisfaction survey regularly, but never do proper measurement of the customer satisfaction. To answer the current condition, this research conducts service quality survey on BPJS Klinik Utama Medika Antapani Pharmacy. This research uses SERVQUAL and Kano’s Model. Customer gap between expectation and perception is uses to measure the customer satisfaction and the Kano’s Category uses to help determined which variable should be prioritized for improvements. The questionnaire consists of 16 variables divide into 5 dimensions. The questionnaire of this study was distributed to 204 customer of BPJS Klinik Utama Medika Antapani Pharmacy. <br /> <br /> For the Kano’s category there are 5 variables that categorized into must be requirement which should be fulfilled as it is consider as basic requirement. For one-dimensional category there are 9 variables and 1 variable categorized as attractive Fulfillment of one-dimensional and attractive requirement will lead to customer satisfaction. And the last variable is categorized as indifferent. <br /> <br /> The result of this research shows that all dimensions have negative customer gap means that customer expectation towards BPJS Klinik Utama Medika Antapani Pharmacy is higher than the perception. But despite of that fact, it seems that the service provided by BPJS Klinik Utama Medika Antapani Pharmacy is not considered as bad because the lowest mean of all dimension which is from responsiveness dimension is 3.7610 which is still higher than the middle point. It makes the service in BPJS Klinik Utama Medika Antapani Pharmacy is still in the zone of tolerance for the customer to accept the variation between expectation and perception.