ARUNI LUTFI, SEPTIANA (2025) HUBUNGAN ANTARA KUALITAS PELAYANAN INFORMASI OBAT DENGAN KEPUASAN PELANGGAN DI APOTEK MUSTAJAB TEGAL. Diploma thesis, Politeknik Harapan Bersama.
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Abstract
Aruni, Septiana Lutfi; Prabandari, Sari; Barlian, Aniq. 2025. The Relationship Between the Quality of Drug Information Services and Customer Satisfaction at Mustajab Pharmacy Tegal. Drug Information Services (DIS) are an essential component of pharmaceutical care, playing a key role in ensuring the safe, effective, and rational use of medicines. This research aimed to determine the relationship between the quality of DIS and customer satisfaction at Apotek Mustajab Tegal. A quantitative research design with a survey approach was employed, involving 86 respondents selected using a quota sampling technique. The research instrument used was a questionnaire tested for validity and reliability. The results showed that most customers were satisfied or very satisfied with the services provided. Regarding service quality, 52.3% were very satisfied, 44.1% satisfied, and 3.4% dissatisfied. For price, 47.6% were very satisfied, 40.6% satisfied, and 11.6% dissatisfied. In terms of service experience, 52.3% were very satisfied, 39.5% satisfied, and 8.1% dissatisfied. Regarding service expectations, 58.1% were very satisfied, 40.6% satisfied, and 1.1% dissatisfied. The Spearman correlation test produced a coefficient (ρ) of 0.551, indicating a moderately strong positive relationship between DIS quality and customer satisfaction. These results emphasize the importance of continuously improving DIS quality to maintain trust and enhance customer loyalty. Keywords: service quality, drug information, customer satisfaction, pharmacy, Spearman correlation
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) R Medicine > RS Pharmacy and materia medica |
| Divisions: | Kesehatan > Diploma III Farmasi |
| Depositing User: | Septiana Lutfi Aruni |
| Date Deposited: | 29 Jul 2025 02:41 |
| Last Modified: | 29 Jul 2025 02:41 |
| URI: | http://eprints.poltektegal.ac.id/id/eprint/5431 |
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