PERBEDAAN KUALITAS PELAYANAN APOTEK FRANCHISE DAN NON FRANCHISE DI KOTA SEMARANG BERDASARKAN METODE SERVQUAL

Safira, Ulfa (2018) PERBEDAAN KUALITAS PELAYANAN APOTEK FRANCHISE DAN NON FRANCHISE DI KOTA SEMARANG BERDASARKAN METODE SERVQUAL. Skripsi thesis, Universitas Wahid Hasyim Semarang.

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Abstract

Consumer satisfaction towards the services in pharmacies can be measured by comparing the expected service quality among consumers towards the fact that he received. The pharmacy franchise known to society has better service than the non farnchise. This research aims to know the difference of service quality provided by franchise and non-franchise pharmacy in Semarang City. This study is a survey analytical research with cross sectional design. The research sample was taken using purposive sampling method. Data retrieval tools in the form of a questionnaire. Quality of service in terms of five dimensions o f SERVQUAL i.e. tangible, reliability, responsiveness, assurance, and empathy. The gap between expectations and reality in each dimension, analyzed using Ttest independent and Mann-Withney with 95% of confidence level. The result showed that the whole service quality of franchise and nonfranchise pharmacy has not met customers expectation. The biggest gap in franchise pharmacy is the responsiveness dimension (-0.44). While the biggest gap at non franchise pharmacy is the dimension of reliability (-0.74). There is a significant differences between the service quality at the franchise and nonfranchise pharmacy in Semarang City.

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