Interpretasi Kepuasan Konsumen Terhadap Pelayanan Obat Tanpa Resep Terhadap Kepuasan Konsumen

Nurwulan Adi Ismaya; Siti Novy Romlah; Rofiqo Syafa’a Fatulloh; Tri Okta Ratnaningtyas; Nur Hasanah

doi:10.52118/edumasda.v4i2.101

Interpretasi Kepuasan Konsumen Terhadap Pelayanan Obat Tanpa Resep Terhadap Kepuasan Konsumen

Nurwulan Adi Ismaya, Siti Novy Romlah, Rofiqo Syafa’a Fatulloh, Tri Okta Ratnaningtyas, Nur Hasanah

Abstract

Satisfaction is a Function of Performances And Expectations. These research aim to determine the level of customer satisfaction with drug services without a prescription at the Pharmacy K-24 Raya Puspitek and Identifying the level of patient satisfaction by distributing 5-dimensional questionnaires, they are : reliability, responsiveness, assurance, empathy, and tangibility. There are 100 respondents.The questionnaire was distributed based on education and gender. The result showed there are 73% male and 27% female from 100 respondents. While respondents based on undergraduate education as much as 34% which is greater than the others. The result of customer satisfaction found 54% satisfied in Reliability, 47,5% satsified in Responsiveness, 53% satisfied in Emphaty, 49,5% satisfied in Assurance, 53,5% satisfied in Tangible.Overall Pharmacy service quality in K-24 Raya Puspitek Pharmacy is in good or satisfy level.

Keywords

Customer Satisfaction; Non Prescription service; Pharmacy Services

Full Text:

PDF

References

Augusty, Ferdinand. 2016. Metode Penelitian Manajemen: Pedoman Penelitian untuk skripsi, Tesis dan Disertai Ilmu Manajemen. Semarang: Universitas Diponegoro.

Bahem, Nureeyah. 2017. Analisis Tingkat Kepuasaan Konsumen Terhadap Kualitas Pelayanan Obat Tanpa Resep di Apotek Nur Farma. Malang: UIN Maulana Malik Ibrahim Malang.

Departemen Kesehatan Republik Indonesia. 2016. Peraturan Menteri Kesehatan No 73 tahun 2016 tentang Permenkes Nomor 73 Tahun 2016 tentang Standar Pelayanan Kefarmasian di Apotek. Jakarta : Kementrian Kesehatan Republik Indonesia.

Fayol, Henry. 2014. Manajemen Public Relations. Jakarta: PT Elex Media.

Follet, Mary Parker. 2013. Visionary Leadership and Strategic Management. MCB University Press. Women in Management Review Vol 14. No 7.

Ghozali, Imam. 2012. Aplkasi Analisis Multivariate dengan Program IBM SPSS 22. Semarang: Badan Penerbit – Universitas Diponegoro.

Irawan, Handi. 2012. 10 Prinsip Kepuasan Pelanggan. Jakarta: PT Elex Media Komputindo.

Kotler dan Amstrong. 2014.“Prinsip-prinsipPemasaran”. EdisiKedua Belas. Jilid Satu. Jakarta: Erlangga.

Hendra Ary Primadi, Hendra (2017) Gambaran Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Di Apotek Kimia Farma 111 Banjarbaru.http://www.akfar-isfibjm.ac.id/. Karya Tulis Ilmiah (KTI), Akademi Farmasi ISFI Banjarmasin

Lina Elfiana Novita Zulfi, Lina (2018) Gambaran Tingkat Kepuasan Pasien Terhadap Pelayanan Kefarmasian Di Apotek Borneo Banjarmasin.http://www.akfar-isfibjm.ac.id/. Karya Tulis Ilmiah (KTI), Akademi Farmasi ISFI Banjarmasin.

Lovelock, Christopher dan Jochen Writz. 2011. Service Marketing. New Jersey USA: Pearson.

Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.

Schiffman, Leon G. And Leslie L. Kanuk. 2011. Consumer Behavior. Fifth Edition.New York: Prentice-Hall Inc.

Sugiyono. 2014. Metode Penelitian Pendidikan Pendekatan Kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.

Supranto J.2011. Statistik Teori dan Aplikasi.Jakarta: Erlangga.

Tjiptono, Fandy dan Gregorius Chandra. 2014. Pemasaran Strategik. Yogyakarta: ANDI.

Usfa, Junita Azimatul. 2017. Pengaruh Kualitas Pelayanan Pembelian Obat dan Pemilihan Lokasi Terhadap Minat Beli Konsumen Dalam Perspektif Ekonomi Islam (Studi Pada Konsumen Apotek Arroz Farma 24 Pringsewu). Lampung: UIN Raden Intan Lampung.

Yulia, Prima Roza. 2016. Kepuasan Konsumen Terhadap Pelayanan Apotek dan Tingkat Pengetahuan Konsumen Mengenai Standar Pelayanan Kefarmasiaan Yang Berlaku (Studi Kasus di Kota Depok). Bogor: Institut Pertanian Bogor.

Yuniar, Y. dan Handayani, R.S. 2016, Kepuasan Pasien Peserta Program JaminanKesehatan Nasional Terhadap Pelayanan Kefarmasian di Apotek, Jurnal Kefarmasian Indonesia, 6(1): 39-48.

DOI: http://dx.doi.org/10.52118/edumasda.v4i2.101

Refbacks

There are currently no refbacks.

Sekolah Tinggi Ilmu Kesehatan Kharisma Persada

Pajajaran Street Number 1 Pamulang,
South Tangerang City, Banten Province, Indonesia, 15417
Telephone: 021-74716128 / Handphone : 081384462729

Edu Masda Journal by Sekolah Tinggi Ilmu Kesehatan Kharisma Persada is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Based on a work at http://openjournal.masda.ac.id/index.php/edumasda/index.