TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN KEFARMASIAN DI SUATU APOTEK DI KOTA BANDUNG
Pharmaceutical service is a direct and responsible service towards patients which is related to pharmaceutical preparations in order to reach definite outcomes which increase patients’quality of life. Pharmaceutical service towards customers must be given precisely and with good quality, so that...
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/46780 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Pharmaceutical service is a direct and responsible service towards patients which is related to
pharmaceutical preparations in order to reach definite outcomes which increase patients’quality of
life. Pharmaceutical service towards customers must be given precisely and with good quality, so
that it can fulfill customers’needs and satisfaction. The purpose of this study is to know the
satisfaction level of consumers towards the quality of pharmaceutical services in a pharmacy in
Bandung. The measuring tool that is used to measure customers' satisfaction is SERVQUAL
instrument in the form of a questionnaire which uses the 5 point Likert scale. The population of this
study is all of the consumers who came to redeem prescriptions or bought medicines in the said
pharmacy during August 2019, and the amount of minimum samples according to Slovin formula is
300 people. Validity test for the questionnaire was done with Pearson correlation test with 95%
degree of confidence and ?= 0.05, and reliability test was done with Alpha Cronbach technique to
40 respondents. The results of this study show that in general customers’satisfaction level is already
good, in which the percentage of each variables is as follows: responsiveness is 89.18%; assurance is
92.59%; tangibles is 96.20%; empathy is 94.31%; and reliability is 93.24%. Customer dissatisfaction
towards the pharmaceutical service could be seen through the results of Cartesius diagram in the 1st
Quadrant, which are in the variables of responsiveness in the form of the agility in responding to
consumers’requests, tangibles in the form of the sanitation of pharmacy’s toilet, and reliability in
the form of pharmacists’capabilities to give recommendations advice regarding the right products
for consumers who are doing Self Medication Effort.
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