PENGUKURAN KEPUASAN PELANGGAN DI APOTEK KOPERASI PEGAWAI RUMAH SAKIT UMUM HASAN SADIKIN

• Main Author: Rachmatillah Azis (NIM : 28196087), Riena
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/4715
• Institution: Institut Teknologi Bandung

<b>Abstract :</b><p align="justify">The Cooperative Pharmacy of Hasan Sadikin Public Hospital (AKP RSHS) that was established in early 1992 consists of three units, which is the IPD Pharmacy for in-patient, OPD Pharmacy for out-patient, and DIG Pharmacy for emergency care patient. A symptom has been observed in the hospital. Not all of the prescriptions that the patients got from the doctors were taken from the AKP RSHS. This is quite questionable since the pharmacy is located inside the hospital, which should make it easier to reach. <br /> <p align="justify">Considering this matter, a customer satisfaction measurement is done, in order to find out the quality service factors that are preferred by the customers. It is also to measure the customer's perceived service at the AKP RSHS until now From the questionnaire that were distributed to the customers at all three pharmacies, it's found that 19 factors are considered important. The availability of the drugs is the most important factor, and is chosen by 98% of the respondents. From the perception measurement it's found that out of the 26 factors mentioned in the questionnaire, 18 were perceived not satisfactory by the respondents. <br /> <p align="justify">Quality service improvement in AKP RSHS is implemented through short term programs, middle term programs and long term programs. The resources must be prepared to support these programs. From the human resources point of view, AKP RSHS whose employees are skilled is considered ready. With the support of the hospital management, there should be no financial problem.