TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN KEFARMASIAN DI SUATU APOTEK DI KOTA BANDUNG

• Main Author: Beatrix Sirait, Rani
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/46780
• Institution: Institut Teknologi 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 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.