SARINA ISNA NURFAUZIAH, NIM. 2021050049 (2025) ANALISIS TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS PELAYANAN KEFARMASIAN OBAT TANPA RESEP DI APOTEK KLOPOGODO. Skripsi thesis, UNIVERSITAS MUHAMMADIYAH GOMBONG.

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Abstract

Background, pharmaceutical services at Klopogodo Pharmacy are one of the indicators of service quality that plays an important role in improving the quality of life of consumers. Good quality of pharmaceutical services will have an impact on the level of consumer satisfaction. This study aims to determine the level of consumer satisfaction with non-prescription drug pharmaceutical services in pharmacies based on four service dimensions, namely appearance, reliability, assurance, and empathy. Method, using a quantitative descriptive method with a survey approach using a questionnaire given to 100 respondents at Klopogodo Pharmacy. The data analysis technique used the Likert scale and the chi-square test. Results, showed that consumer satisfaction levels were in the category of being very satisfied with the average value of appearance dimensions (70%), reliability (77.5%), assurance (79%), and empathy (80.75%). There was no significant relationship between respondent characteristics and satisfaction level (p-value > 0.05). Conclusion, this study obtained the results of the average percentage of pharmacy consumer satisfaction with the overall service which is 76.81%. There was no significant relationship between respondent characteristics and satisfaction levels Suggestion, further research is expected to involve more respondents and add other dimensions to make the results more thorough and accurate, although no significant relationship was found between respondent characteristics and satisfaction levels.

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