PENERAPAN CUSTOMER SATISFACTION INDEX (CSI) DAN ANALISIS GAP PADA KUALITAS PELAYANAN KEFARMASIAN DI APOTEK KIMIA FARMA 347 PEKAYON JAWA BARAT BULAN MARET 2024

Abstract

Consumer satisfaction depends on consumer perceptions and expectations. A person's feelings of pleasure and disappointment arise after comparing perceptions of performance. Pharmaceutical service is a direct and responsible service to patients related to pharmaceutical preparations, intended to achieve definite results to improve the quality of life of patients. The purpose of this study was to determine customer satisfaction and expectations of the service performance of the Kimia Farma 347 Pekayon Pharmacy. The methods used in this research are the Customer Satisfaction Index (CSI) method and GAP Analysis. This research was conducted using a survey method, namely distributing questionnaires to pharmacy customers. Sampling using accidental sampling technique with inclusion criteria, so that a total sample of 321 respondents was obtained. The scale used is a Likert scale based on the level of satisfaction and importance. The results showed that the Customer Satisfaction Index (CSI) value of the customer satisfaction level of 81.14% was included in the very satisfied criteria. The highest gap value is 0.61 in the indicator of the officer explaining the dose/rule that the drug should be taken and the lowest gap value is 0.10 in the indicator The price of the drug can be reached by the patient.