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ThesisOpen AccessMetadata saja

ANALISIS KUALITAS PELAYANAN PT MALIAWAN MULIA MEDICATAMA TERHADAP KEPUASAN APOTEK DI WILAYAH TEGAL TAHUN 2026

JELANG AKBAR

2026•Skripsi, Thesis, Disertasi, dan Tugas Akhir

Fierce competition among medical device distributors demands improved service quality to maintain partner satisfaction. A preliminary study revealed complaints from pharmacies regarding late deliveries and product out-of-stock. This study aims to evaluate PT. Maliawan Mulia Medicatama's service quality on pharmacy satisfaction in the Tegal region. This study was a quantitative descriptive study with a cross-sectional approach. Sampling used a total sampling technique involving 65 active partner pharmacies. Data were collected through a questionnaire based on the five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance, and empathy). Overall, the level of pharmacy satisfaction was categorized as very satisfied with an average percentage of 83.96%. The highest satisfaction score was achieved by the responsiveness dimension at 85.8%, while the tangible evidence dimension achieved the lowest score at 82.4% due to recurring complaints regarding stock shortages. PT Maliawan Mulia Medicatama's service quality was rated highly satisfactory by partner pharmacies. However, the company is advised to improve its inventory management and timely delivery to minimize distribution bottlenecks.

Kualitas PelayananKepuasan PelangganApotekAlat KesehatanSERVQUALPT.Maliawan Mulia Medicatama

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ThesisOpen AccessMetadata saja

EVALUASI TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN KEFARMASIAN DI RUMAH SAKIT UMUM WIRADADI HUSADA

Diah Nur Qoniah

2024•Skripsi, Thesis, Disertasi, dan Tugas Akhir

ABSTRACT Patient satisfaction is the result of patients ' assessment of health services by comparing what they expect with what they receive. Patient satisfaction is important for the survival of a hospital. After conducting the pre-study observations obtained that patients wait for the drug ≥ 60 Minutes. This study aims to evaluate the level of outpatient patient satisfaction with pharmaceutical services at Wiradadi Husada Hospital. This study uses descriptive analytical method with cross sectional approach. Data collection using questionnaires with accidental sampling method on the total population of 6,656 and a sample of 100 respondents through the slovin formula. The results of the characteristics of the respondents in this study showed that the most female sex is as much as 59%, at the vulnerable age of 26-45 years as much as 75% and the level of education is high school by 45%. The results of the analysis of the level of satisfaction based on the dimension of Reliability (reliability) of 79.8% with the category of satisfied, the dimension of Assurance (guarantee) of 80% with the category of satisfied, the dimension of Tangible (physical evidence) of 78.7% with the category of satisfied, Responsiveness (responsiveness) of 72% with the category of satisfied and the dimension of Empathy (concern) of 86.1% with the category of very satisfied. Then it is advisable to further improve the quality of pharmaceutical services, especially at the speed of drug services.

Tingkat Kepuasan Pasiendimensi kualitas pelayananRSU Wiradadi Husada

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