PENGUKURAN NILAI INDEKS KEPUASAN MASYARAKAT BEBERAPA APOTEK DI KOTA BANDUNG

• Main Author: Golden Awulan, Hedora
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/62184
• Institution: Institut Teknologi Bandung

A quality health service for citizen becomes an important matter to be considered as one of the efforts in building the health sector and creates a healthy society. Pharmacy is a kind of company that works in the health service business and a place for pharmaceutical services. Customer’s satisfaction is often considered as an important component in the health service sector and also the existence of a company. The customer’s satisfaction could become a factor for the patient’s obedience in following the therapy’s recommendation, could affect his interest to return to the same pharmacy, and satisfied customers also would serve as a promotional means for the prospect customers. The service quality that was received by the customer is the main factor that can influence the level of customer’s satisfaction. One way to measure the level of customer’s satisfaction is by measuring the customer’s satisfaction index (or ‘Indeks Kepuasan Masyarakat’), in which the assessment is measured based on fourteen elements of service. Based on this measurement, the quality and performance assessment of pharmaceutical service of the pharmacy can be conducted. The aim of this study is to measure the value of the customer’s satisfaction index in several pharmacies in Bandung and to analyze the elements involved. This study was conducted by a descriptive observational method using questionnaire’s instruments that were spreaded to 150 customers in three pharmacies respectively. The customer’s satisfaction index value acquired for pharmacy A is 75.42, pharmacy B 76.75 and pharmacy C 77.28. Based on customer’s satisfaction index value acquired, the three pharmacies have “B”service qualities with “good”service performance. Pharmacy A has a weakness in environment safety element and a strength in service procedure element; pharmacy B has a weakness in environment coziness and a strength in reasonable service fee element; and pharmacy C has a weakness in reasonable service element and a strength in punctual service schedule element.