ANALISIS KUALITAS LAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE CUSTOMER SATISFACTION INDEX, IMPORTANCE PERFORMANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE (STUDI KASUS: APOTEK XYZ, BREBES)

Maulida Yuniati, NIM.: 20106060037 (2024) ANALISIS KUALITAS LAYANAN DALAM MENINGKATKAN KEPUASAN PELANGGAN DENGAN METODE CUSTOMER SATISFACTION INDEX, IMPORTANCE PERFORMANCE ANALYSIS DAN POTENTIAL GAIN IN CUSTOMER VALUE (STUDI KASUS: APOTEK XYZ, BREBES). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Pharmacies are the largest distribution facility for medicines and medical devices in Indonesia. Service quality is one of the strategies in facing competition which is influenced by customer satisfaction evaluation. XYZ Pharmacy is a pharmaceutical service located in Bantarkawung district, Brebes regency which has experienced a decrease in the number of daily customers, from 150 customers to 100-120 customers in 2024. There are several customers complaining about the quality of service at XYZ pharmacy. Research at XYZ pharmacy was conducted to increase customer satisfaction with service quality. Data collection was carried out using a questionnaire by 80 respondents. Analysis is carried out based on customer satisfaction that has been achieved and identifying service attributes that must be improved using the Customer Satisfaction Index method, Analysis of the Importance of Performance and Potential Profits in Customer Value. The results of the study show that pharmacy XYZ has customer satisfaction parameters in the satisfied category with a score of 74,67%. Then there are service attributes at pharmacy XYZ that must be improved immediately, namely the number of officers who are adequate and neat in appearance (T7), the enthusiasm of the officers in serving customers (S2), the availability of drugs requested by customers (A2), the ability of officers to provide good, friendly and polite service (E2). Then several things related to work comfort are important to pay attention to because the enthusiasm of officers in serving customers (S2) is a service attribute that is a top priority to improve in XYZ pharmacy.

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