ANALISA KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN OBAT TANPA RESEP DI APOTEK WANADADI KABUPATEN BANJARNEGARA

Abstract

The quality of non-prescription drug services greatly affects the level of consumer satisfaction. However, in reality, there are still many pharmacies that have not provided optimal service to requests for non-prescription drugs. This research aimed to determine the level of consumer satisfaction with the quality of non-prescription drug services at Apotek Wanadadi Pharmacy. A quantitative descriptive approach using data collection from 93 respondents through a questionnaire based on five SERVQUAL dimensions. The analysis was carried out using the Customer Satisfaction Index (CSI) method, gap analysis, and paired sample t-test. The results showed a Customer Satisfaction Index (CSI) value of 92,72% which was categorized as very satisfied. However, all dimensions showed an average gap value of -0,15, indicating that the service was not fully in accordance with expectations. The paired samples test showed a significant difference between expectations and reality (significance 0,00), and the correlation between service quality and consumer satisfaction was strong and significant (0,709). This study shows the need to improve services even though the level of satisfaction is in the high category.

Keywords: Consumer Satisfaction, Service Quality, Non-Prescription Drugs, SERVQUAL, Wanadadi Pharmacy.