Detail ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN DENGAN METODE IPA (IMPORTANCE PERFORMANCE ANALYSIS) DAN ZOT (ZONE OF TOLERANCE) BERDASARKAN DIMENSI SERVQUAL (Studi Kasus: Apotek Century Pejaten Mas) Bibliografi Author: VISAKHA, METTA DEVI ; Wahyu, Marsellinus Bachtiar (Advisor) Topik: Century Pharmacy; Service Quality; Customer Satisfaction; Importance Performance Analysis; Zone of Tolerance Bahasa: (ID )     Penerbit: Program Studi Teknik Industri Fakultas Teknik Unika Atma Jaya     Tempat Terbit: Jakarta    Tahun Terbit: 2018     Jenis: Theses - Undergraduate Thesis Fulltext: 86-Metta Devi Visakha-2014043021.pdf (2.65MB; 12 download) Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: Non-tandon: tidak ada Tandon: 1  Lihat Detail Induk Abstract A pharmacy is a place where pharmaceutical work and drug delivery to the comunity are conducted. Based on data collected from the Ministry of Health of the Republic of Indonesia in 2011 the number of pharmacies in Jakarta as much as 16.725 and increased until inn 2013 the number of pharmacies that accummulated as much as 21.058 (Dirjen Binfar, 2013). Increased intensity of competition requires management to always pay attention to the needs and desires of consumers and trying to meet what they expect. The existence of complaints from consumers related to the quality of service received to be one sign that there is dissatisfaction that needs to be addressed. The purpose of this study is to know the level of consumer satisfaction today that is influenced by the quality of pharmacy service Century Pejaten Mas, knowing the service should be improved or maintained by the pharmacist Century Pejaten Mas and provide advice to improve customer satisfaction that is influenced by the quality of pharmacy service Century Pejaten Mas. This research applies method of Importance Performance Analysis (IPA) and Zone of Tolerance (ZOT) based on SERVQUAL dimension. Based on the result of data processing that has been done there are 5 service attributes that must be corrected that is related officers provide information about the drug purchased (eg: the rules of consuming drugs), the completeness of the drug at the pharmacy, the knowledge of pharmacists about drugs, officers swiftly serving consumers and officers are friendly to the consumer. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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