Pengukuran Kualitas Pelayanan di Apotik Trijaya  

Oleh:

Damajanti, Devi

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI - atma jaya
Dalam koleksi: Telaah Manajemen: Jurnal Riset & Konsep Manajemen vol. 1 no. 2 (Nov. 2006), page 1-24.
Topik: kualitas; customer satisfaction; customer's perception; service quality
Fulltext: 1_ Devi_copy.pdf (150.53KB)

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: TT32.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Today pharmacies have two profiles, as a professional institution which has an important role as a health facility and as a company which deals with pharmaceutical goods for retail. It is now customer focus oriented. It tries hard to give its customers satisfactory service by being able to retain its good service and even to increase it. They aim to be at the top or least maintain its position in this tight competition. The writer is interested in Trijaya pharmacy's efforts to increase its service quality therefore this research to measure its service quality level so that its customer's expectation and perception as well as the discrepancy level between them (Servqual) can be known. The method used in this research study is the survey method on Trijaya Pharmacy's costumers using Likert questionnaires. The statements in the questionnaires were arranged based on the five dimensions of service quality. Those were tangibles, reliability, responsiveness, assurance and empathy. The servqual analysis shows that all attributes get a negative response which means that customer's perception is less than the customer's expectation. The Mann Whitney Test hypotheses show that the difference between the customer's perception and expectation is significant. The Importance-Performance Analysis in the Kartesius diagram reflects attributes that need to get the first priority to be improved are providing a clean-comfortable waiting room, giving customer's the correct service from beginning to avoid correction, giving punctual service, quick of delivery, an honest staff, trust-worthy and capability to deal with customers, customers can easily contact the pharmacy by telephone.

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