Analisis tingkat kepuasan konsumen terhadap kualitas pelayanan obat tanpa resep di Apotek Nur Farma

Bahem, Nureeyah (2017) Analisis tingkat kepuasan konsumen terhadap kualitas pelayanan obat tanpa resep di Apotek Nur Farma. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.

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Abstract

INDONESIA :

Apotek merupakan suatu tempat tertentu dimana dilakukan usaha-usaha dalam bidang Farmasi, pekerjaan kefarmasian dan penyaluran obat kepada masyarakat. Kepuasan konsumen dapat mempengaruhi minat untuk kembali ke apotek yang sama. Kepuasan konsumen merupakan penilaian baik atau buruknya pelayanan kefarmasian yang diterima konsumen. Sebagaimana terdapat pada surat Al-maidah ayat 2, memberikan pelayanan hendaknya kita niatkan untuk menolong orang lain. Karena selain akan mendapatkan pahala, kita juga bisa merasa lebih ikhlas dalam memberikan pelayanan yang mana hal ini bisa juga berpengaruh terhadap kualitas pelayanan yang kita berikan. Kepuasan konsumen yang diterima dapat dilihat dengan metode service quality yang membagi kualitas layanan ke dalam 5 dimensi, yaitu: tangible (bukti fisik), realibility (kehandalan), responsiveness (daya tanggap), assurance (jaminan), dan empathy (empati). Penelitian ini dilakukan untuk menganalisis tingkat kepuasan konsumen terhadap kualitas pelayanan obat tanpa resep di apotek. Desain penelitian yang digunakan adalah desain deskriptif.

Penelitian ini dilakukan di Apotek Nur Farma dengan jumlah sampel 100 orang. Pengambilan sampel dilakukan dengan teknik purposive sampling. Instrumen penelitian yang digunakan berupa kuesioner tingkat kepuasan konsumen terhadap kualitas pelayanan kefarmasian. Hasil penelitian dari seluruh dimensi konsumen belum puas terhadap kualitas pelayanan obat tanpa resep di apotek Nur Farma dengan nilai sebesar -0.11. Nilai kualitas pelayanan pada dimensi kehandalan sebesar -0.13 (tidak puas), dimensi daya tanggap sebesar -0.1 (tidak puas), dimensi jaminan sebesar -0.05 (tidak puas), dimensi empati sebesar 0.01 (puas) dan dimensi bukti fisik sebesar -0.23 (tidak puas).

ENGLISH :

A pharmacy is a particular place where efforts are made in the field of pharmaceutical works and drug distribution to the public. Costumer satisfaction can affect the interest to return to the same pharmacy. Costumer satisfaction is an assessment of good or bad pharmaceutical services received by costumers. As we have seen in surah Al-maidah verse 2, we should give service to help others. Because in addition will get a reward, we can also feel more sincere in offering services which this can also affect the quality of service we provide. Accepted customer satisfaction can be seen with service quality method that divides service quality into 5 dimensions, namely: tangible, realibility, responsiveness, assurance, and empathy. This research was conducted to analyze the level of customer satisfaction on the quality of drug services without prescription. The research design used is descriptive design.

This research was conducted at Nur Farma Pharmacy with 100 samples. Sampling is done by purposive sampling technique. The research instrument used is in the form of questionnaire about the level of customer satisfaction on the quality of pharmaceutical services. The research results from all dimensions show that costumers were not satisfied with the quality of without drug prescription services at Nur Farma pharmacy with a value of -0.11. The value of service quality at the reliability dimension is -0.13 (not satisfied), the responsiveness dimension is -0.1 (not satisfied), the assurance dimension is -0.05 (not satisfied), the empathy dimension is 0.01 (satisfied) and the tangible dimension is -0.23 (not satisfied).

Item Type: Thesis (Undergraduate)
Supervisor: Fauziyah, Begum and Muti’ah, Roihatul
Keywords: Kepuasan konsumen; Pelayanan obat tanpa resep; apotek; Service quality; Costumer satisfaction; Without drug prescription services; pharmacy; Service quality
Departement: Fakultas Sains dan Teknologi > Jurusan Farmasi
Depositing User: Sayyidah Awwaliyah
Date Deposited: 13 Jul 2018 03:40
Last Modified: 13 Jul 2018 03:40
URI: http://etheses.uin-malang.ac.id/id/eprint/11670

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