ANALYSIS OF THE EFFECT OF PHARMACEUTICAL SERVICE QUALITY ON CUSTOMER SATISFACTION AT A PHARMACY CHEMISTRY FARMA DENAI BUSINESS UNIT MEDAN

Authors

  • Tri Kurniawan University of Sumatera Utara
  • Endang Slistya Rini Master of Management Study Program on Postgraduate School of University of Sumatera Utara
  • Linda T. Maas Master of Management Study Program on Postgraduate School of University of Sumatera Utara

DOI:

https://doi.org/10.53625/ijss.v2i6.5064

Keywords:

service quality, customer satisfaction

Abstract

This study aims to analyze the effect of pharmaceutical service quality on customer satisfaction at Kimia Farma Denai Pharmacy, Medan Business Unit, in 2020. This type of research is cross-sectional, in which the independent and dependent variables are studied simultaneously in the same period. As for what is examined in terms of service quality, namely reliability, assurance, responsiveness, physical evidence, and empathy. The population of this study was 1,980 visits with a total sample of 100 people. Data collection using chi-square test and multiple logistic regression test. The results showed that most of the respondents were 25-34 years old (37%), female (53%), had a bachelor's degree (39%), and worked as private employees (38%). The results of the analysis show that there is a relationship between reliability (p=0.003), assurance (p=0.031), physical evidence (p=0.044), empathy (p=0.021), and responsiveness (p=0.023) to customer satisfaction. The results of the analysis of the effect together show that reliability (p=0.006), guarantee (p=0.017), and physical form (p=0.033) have an effect on customer satisfaction, and the most influential variable is reliability (Exp B=4.732).

Author Biographies

Endang Slistya Rini, Master of Management Study Program on Postgraduate School of University of Sumatera Utara

Master of Management Study Program on Postgraduate School 

Linda T. Maas, Master of Management Study Program on Postgraduate School of University of Sumatera Utara

Master of Management Study Program on Postgraduate School 

References

L. Kadek, B. Martini, I. Bagus, R. Suardana, I. Nengah, and D. Astawa, “Dimension Effect of Tangibles, Reliability, Responsiveness, Assurance, Empathy, Leadership towards Employee Satisfaction (A University in Bali),” Int. Res. J. Manag. IT Soc. Sci. Available online, vol. 5, no. 2, pp. 210–215, 2018.

B. Gopi and N. Samat, “The influence of food trucks’ service quality on customer satisfaction and its impact toward customer loyalty,” Br. Food J., vol. 122, no. 10, pp. 3213–3226, 2020, doi: 10.1108/BFJ-02-2020-0110.

R. Al Karim, “Customer satisfaction on service quality in private commercial banking sector in Bangladesh,” Br. J. Mark. Stud., vol. 2, no. 2, pp. 1–11, 2014.

R. Patawayati, Zain, Setiwan, “Patient Satisfaction, Trust and Commitment: Mediator of Service Quality and Its Impact on Loyalty (An Empirical Study in Southeast Sulawesi Public Hospitals),” IOSR J. Bus. Manag., vol. 7, no. 6, pp. 1–14, 2013, doi: 10.9790/487x-0760114.

D. Guhl, K. E. Blankart, and T. Stargardt, “Service quality and perceived customer value in community pharmacies,” Heal. Serv. Manag. Res., vol. 32, no. 1, pp. 36–48, 2019, doi: 10.1177/0951484818761730.

P. Pribadi, S. A. Kristina, S. P. Syahlani, and Satibi, “Building patient loyalty in pharmacy service: A comprehensive model,” Indones. J. Pharm., vol. 32, no. 2, pp. 241–250, 2021, doi: 10.22146/ijp.1326.

M. Molla, W. Sisay, Y. Andargie, B. Kefale, and P. Singh, “Patients’ satisfaction with outpatient pharmacy services and associated factors in Debre Tabor comprehensive specialized hospital, Northwest Ethiopia: A cross-sectional study,” PLoS One, vol. 17, no. 1 January, pp. 1–13, 2022, doi: 10.1371/journal.pone.0262300.

P. Arsanam, “The Relationship between Service Quality and Customer Satisfaction of Pharmacy Departments in Public Hospitals,” Int. J. Innov. Manag. Technol., vol. 5, no. 4, 2014, doi: 10.7763/ijimt.2014.v5.524.

S. Sugiarto and V. Octaviana, “Service Quality (SERVQUAL) Dimensions on Customer Satisfaction: Empirical Evidence from Bank Study,” Golden Ratio Mark. Appl. Psychol. Bus., vol. 1, no. 2, pp. 93–106, 2021, doi: 10.52970/grmapb.v1i2.103.

M. Akbar, Jaya, “Relationship between Service Quality on Public Health Center and Patient Satisfaction,” Glob. J. Health Sci., vol. 9, no. 7, p. 96, 2017, doi: 10.5539/gjhs.v9n7p96.

N. Adat, D. T. Noel, and D. S. Penceliah, “Customers’ Expectations and Perceptions of service quality: The case of a Retail Pharmacy chain in South Africa,” Mediterr. J. Soc. Sci., vol. 5, no. 20, pp. 2648–2655, 2014, doi: 10.5901/mjss.2014.v5n20p2648.

S. Hanafi Ihsan, “Determinants of Consumer Loyalty with the Servqual Model at Franchised Pharmacies in the City of Surabaya,” J. Econ. Financ. Manag. Stud., vol. 05, no. 01, pp. 1–8, 2022, doi: 10.47191/jefms/v5-i1-01.

O. Kitapci, C. Akdogan, and İ. T. Dortyol, “The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry,” Procedia - Soc. Behav. Sci., vol. 148, pp. 161–169, 2014, doi: 10.1016/j.sbspro.2014.07.030.

F. Rojas and G. Coluccio, “Servqual model with interrelated dimensions. The case of the pharmacy in mexico,” J. Technol. Manag. Innov., vol. 16, no. 2, pp. 82–90, 2021, doi: 10.4067/s0718-27242021000200082.

Downloads

Published

2023-04-04

How to Cite

Kurniawan, T., Rini, E. S., & Maas, L. T. (2023). ANALYSIS OF THE EFFECT OF PHARMACEUTICAL SERVICE QUALITY ON CUSTOMER SATISFACTION AT A PHARMACY CHEMISTRY FARMA DENAI BUSINESS UNIT MEDAN. International Journal of Social Science, 2(6), 2391–2396. https://doi.org/10.53625/ijss.v2i6.5064

Issue

Section

Articles