ANALYSIS OF CUSTOMER SATISFACTION LEVEL OF QUALITY

PHARMACEUTICAL SERVICES AT KIMIA FARMA COMMUNITY PHARMACY

96 WEST JAKARTA

Syifa Nabilah
201351222

ABSTRACT

Pharmacy as one of a health services began to emphasize on improving the quality of

services, where customer satisfaction should be able to meet customer expectations. The level
of consumer satisfaction of a service can be measured by comparing the expectations of
consumers on the quality of service desired by the fact that is received or perceived.
The objective of this research is detect satisfaction level of service quality of Kimia Farma
community pharmacy jakarta, in particular Kimia Farma community pharmacy 96 west
jakarta. The research method using descriptive research with cross-sectional design. Data
obtained from the questionnaire with Likert scale distributed to respondents prescription
customers Kimia Farma 96 by random sampling technique. Then the data were analyzed
mengguanakan method SERVQUAL (service quality), which consists of five dimensions of
service quality, ie reliability, responsiveness, assurance, empathy and tangible facilities and
mapping results into the service quality dimensions Cartesian diagram.

Result: Dimensions reliability meet the satisfaction level of 96.11%, the dimensions of
responsiveness by 98.58%, amounting to 98.60% confidence dimension, the dimension of
empathy for 98.08%, and the dimensions of intangible facilities amounted 98.14%. The
questions with the highest satisfaction results is the pharmacy clerk dressed clean and tidy,
with dimensions of belief as a dimension with the highest value of the fulfillment of customer
satisfaction. In general, the conclusion obtained is that the quality of pharmacy services Kimia
Farma 96 Jakarta Barat according to customers that are in the very good category so that
patients Kimia Farma 96 can be expressed satisfied with the service they have received.

Keywords: Pharmacy, Customer Satisfaction, Quality of Service

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