Risa Wardana, Ryki and -, Mila Faila Sufa ST.,MT (2021) Analisis Kepuasan Pelanggan Terhadap Kualitas Pelayanan Apotek Avicenna Farma Tawangmangu Menggunakan Konsep Service Quality (SERVQUAL) Dan Importance Performance Analysis (IPA). Skripsi thesis, Universitas Muhammadiyah Surakarta.
![[img]](http://eprints.ums.ac.id/style/images/fileicons/application_pdf.png) |
PDF (Naskah Publikasi)
NASKAH PUBLIKASI.pdf Download (1MB) |
|
PDF (Surat Pernyataan Publikasi)
SURAT PERNYATAAN PUBLIKASI.pdf Restricted to Repository staff only Download (456kB) |
Abstract
This study is a study to analyze customer satisfaction with the service quality of Avicenna Farma Tawangmangu Pharmacy. The purpose of this study is to identify the level of consumer satisfaction with pharmacy services and analyze the factors that are considered important and need improvement. The concept used to measure customer quality is service quality to identify based on five dimensions of service quality, namely tangible, reliability, responsiveness, assurance, and empathy. The second method is Importance Performance Analysis (IPA) as a determination of the action given to each attribute based on four Cartesian quadrants. The results of this study based on the servqual concept obtained a total score of 0.23 which means that overall pharmacy services are satisfactory. Based on calculations using the service quality method, the tangible dimension is worth a gap of -0.05, the reliability dimension is a gap of 0.03, the responsiveness dimension is a gap of 0.01, the assurance dimension is a gap of 0.04, and the empathy dimension is a gap of 0.03. Based on these results, the tangible dimension shows a negative value which means less satisfied and a negative attribute on the tangible dimension, namely attribute number 1 related to the pharmacy parking lot. Based on the concept of servqual, the highest negative gap value is attribute number 10 with a value of -0.09. Furthermore, based on the IPA method, one attribute is found in quadrant 1 which is the main priority for improvement, namely attribute number 10, namely "officers directly serve customers who come". The suggestions for improvement are given to attributes number 1 and 10 based on the two methods used.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Customer Satisfaction, Pharmacy, Service Quality, IPA |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor L Education > LB Theory and practice of education |
| Divisions: | Fakultas Teknik > Teknik Industri |
| Depositing User: | RYKI RISA WARDANA |
| Date Deposited: | 16 Aug 2021 08:15 |
| Last Modified: | 16 Aug 2021 08:15 |
| URI: | http://eprints.ums.ac.id/id/eprint/93565 |
Actions (login required)
 |
View Item |
