Analisis tentang hubungan faktor internal dan kepuasan customer Apotek Kimia Farma 275
Pharmaceutical service already have paradigm shift from drug oriented to patient oriented which belong to pharmaceutical care. On the term of service, quality are the greatest competencies which is experienced by customers, employee’s responsiveness and empathy who interacting with customers. With i...
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| Format: | Theses and Dissertations NonPeerReviewed |
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[Yogyakarta] : Universitas Gadjah Mada
2010
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| Online Access: | https://repository.ugm.ac.id/85741/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=46605 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | Pharmaceutical service already have paradigm shift from drug oriented to patient oriented which belong to pharmaceutical care. On the term of service, quality are the greatest competencies which is experienced by customers, employee’s responsiveness and empathy who interacting with customers. With its widest network of drugstore in Indonesia, the market leader of drugstore business in Indonesia (19%), and the seizer of Top brand Award 2009 and 2010, Kimia Farma 275 drugstore as part of PT Kimia Farma Apotek’s network should be measure and increase its services based on customers assessment and expectation. Research objective are to detect internal factor’s strength and weakness, internal factor’s influence toward service, and connection between internal factor and customer satisfaction on Kimia Farma 275 drugstore A Service quality approach with SERVQUAL instrument for customers and indepth interview with manager is needed to. This research conducted to 100 customers, one manager, and two pharmacist assistant of Kimia Farma 275 drugstore with non experimental descriptive research method and purposive random sampling method with qualitative analysis. Result shows the biggest gap in succession are reliability, responsiveness, assurance, emphaty, and tangibles dimension. Internal factor’s strengths of Kimia Farma 275 drugstore located on brand of Kimia Farma, strategic location, and biggest clinic ownnership between another Kimia Farma drugstores in Yogyakarta’s business area. The weaknesses is expensive image of Kimia Farma’s brand, IT problems, the number of employees under ideal quantity, and high frequency of employee rotation policy. Internal factor influence the service quality excessively. According to qualitative, strengths have an tendency to increasing demand of service quality. Weaknesses have an tendency to decrease service quality. Internal factor have causal connection with customer satisfaction. The lowness of customer satisfaction more influenced by high expectation of Kimia Farma 275 drugstore’s internal environment and unorganized capability. |
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