Analisa Kualitas Pelayanan Menggunakan Metode Service Quality (Studi Kasus di Apotek Maggha Mulia Palembang)

Christian, Antonius Daniel (2023) Analisa Kualitas Pelayanan Menggunakan Metode Service Quality (Studi Kasus di Apotek Maggha Mulia Palembang). Undergraduate thesis, Universitas Katolik Musi Charitas.

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Abstract

Health is an essential factor required for human survival, and that's why healthcare services are widely available today, such as in pharmacies. A pharmacy is a specialized place that conducts pharmaceutical business, pharmaceutical work, and drug distribution. Apotek Maggha Mulia, which operates in the field of healthcare, faces customer service-related issues. At Apotek Maggha Mulia, the highest quality of service should be provided to ensure that customers remain loyal and are not disappointed with the service. There are several methods that can be used to measure customer satisfaction, and one of them is Service Quality (Servqual). In assessing perceptions, acceptance, and weighting in Servqual, it results in an individual's assessment of a qualitative criterion, often subjective, which can be biased. Customer satisfaction at Apotik Maggha Mulia Palembang, as seen from the 5 dimensions of Servqual, has a satisfaction score of 3.996 and an expectation score of 4.07, resulting in a gap of -0.074. This gap occurs due to the unfulfilled expectations of patients regarding the quality of services provided by Apotik Maggha Mulia Palembang.

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