PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA APOTEK FITRI TEMANGGUNG

  • FARRUK RASTHA PRADIPTA UNIVERSITAS TEKNOLOGI YOGYAKARTA

Abstract

ABSTRACT
This study aimed to see if there are service quality affects customer satisfaction in using the
services of Pharmacy Fitri Temanggung. Subjects in this study is that consumers Pharmacy Fitri
Temaggung aged 18-60 years; purchase drugs at private expense; able to read, write, and communicate
well; and willing to fill out a questionnaire. The samples used in this study was 116 subjects.
Measurements in this study was performed using a questionnaire based on the variables used. Data were
analyzed using classical assumption test and multiple regression analysis. Based on the analysis and
discussion of the quality of service showed that the appearance of Pharmacy, Hospitality Officer, Drug
Information Service at the pharmacy, Availability of Medicines in Pharmacies, Pharmacy Services and
Speed affects customer satisfaction in using Pharmacy Fitri Temanggung.
Keywords: Service Quality, Appearance Pharmacy, Hospitality Officer, Service Drug Information, Drug
Availability, Speed Service, Customer Satisfaction.

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Published
2019-12-17
How to Cite
PRADIPTA, FARRUK RASTHA. PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN MENGGUNAKAN JASA APOTEK FITRI TEMANGGUNG. Jurnal Manajemen, [S.l.], v. 9, n. 2, p. 283-290, dec. 2019. ISSN 2541-4348. Available at: <http://jurnalfe.ustjogja.ac.id/index.php/manajemen/article/view/1280>. Date accessed: 25 jan. 2020. doi: https://doi.org/10.26460/jm.v9i2.1280.