Services are important with regard to actions and treatment or how to serve others in order to fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured by comparing the customer's expectations for service quality they want with the perceived service quality. This study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the accuracy of the service provided, providing the same service to every customer, employee readiness in responding customer inquiries, the employees ability to provide information about company drug/product completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33 Makassar.
Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty ...inventionjournals
This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale.
Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
Effects of Service Quality, Trust, and Price on The Satisfaction And Loyalty ...inventionjournals
This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
The Gap of Hospital Service Performance By Using Service Quality Analysisiosrjce
IOSR Journal of Computer Engineering (IOSR-JCE) is a double blind peer reviewed International Journal that provides rapid publication (within a month) of articles in all areas of computer engineering and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications in computer technology. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
A comparative study of service quality evaluation of selected life insurance 172paperpublications3
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale.
Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Health is a basic need for everyone because every aspect of life is related to health. The number of
hospitals will provide an opportunity for the community to choose the best from the available choices, so
hospitals must always innovate to be able to provide the best quality of service.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The purpose of this study is to find out how service quality, brand image, and product quality
affect customer loyalty through customer satisfaction. This study is a census-based study, the object of research
used in this study were 100 respondents
The purpose of this paper is to discuss on the concept of job satisfaction and how job satisfaction can make impact on the performance of employees in an organization. The paper will be limited to the positive and negative effects of Job satisfaction. Secondly, the literature review will discuss the relationship between employee motivation, job satisfaction and employee performance.
The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on
Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer
Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied
and loyal customer and it is useful to identify the factors through which telecommunication sector may improve
its performance.
The Effect Service Quality to Customer Satisfaction and Customer Loyalty of A...IOSR Journals
Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove
how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were
service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of
300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services
Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer
Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a
mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta-
Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving
Customer Loyalty.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...Waqas Tariq
The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Service Marketing Mix 7Ps and Patient Satisfaction in Clinics A Review ArticleYogeshIJTSRD
This study aims to review the healthcare marketing mix and patient satisfaction in clinics. The findings indicate that the healthcare marketing mix 7Ps in clinics7Ps comprises people, product services , process, physical evidence, price, place, and process. The proposed theoretical framework is shown the relationship between the service marketing mix in clinics and patient satisfaction. Managers may adopt the 7Ps of this review article to achieve patient satisfaction and intended performance levels. The researcher recommended further study to clarify the relationship in this sector. Supaprawat Siripipatthanakul | Pattanapong Chana "Service Marketing Mix (7Ps) and Patient Satisfaction in Clinics: A Review Article" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43944.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43944/service-marketing-mix-7ps-and-patient-satisfaction-in-clinics-a-review-article/supaprawat-siripipatthanakul
The Effects of Customer Expectation and Perceived Service Quality on Customer...Samaan Al-Msallam
ABSTRACT : The effect of the antecedents of satisfaction on customer satisfaction is an issue still under debate in the academic literature. Thus, the primary goal of this article is to analyze the relationship between two of the most important antecedents of customer satisfaction ( namely customer expectation and perceived service quality ) and customer satisfaction . Data were collected through a survey, including samples of 250 customers from the 5 Banks in Damascus, Syria . Spss is used to test the hypotheses. The finding show that customer expectation and perceived service quality have a positive effect on customer satisfaction . Bank managers must know how improvement in service quality influences customer satisfaction and what expectation levels they might consider to increase consumer satisfaction which ultimately retains valued customers. KEYWORDS : Customer Expectation , Perceived Service Quality, Customer Satisfaction.
The Effects of Customer Expectation and Perceived Service Quality on Custome...inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
This study examines four variables, namely emotional branding, service quality, customer
satisfaction and loyalty. The purpose of this study is to analyze and explain the effect of emotional branding and
service quality on loyalty with customer satisfaction as a service strategy in hospitals. The research respondents
were all patients who were
Analysis of the Influence of Service Quality Dimensions on Patient Satisfacti...AJHSSR Journal
ABSTRACT : The main purpose of this research is to know the impact dimensions of service quality
(tangibles, reliability, responsiveness, assurance, and empathy) against patient's satisfaction. This research uses
224 respondents who were chosen according to some specified criteria in the patient room of Bhayangkara
Bondowoso Hospital. This is descriptive, comparative, and associative research. Data collection method use
questionnaire. The result by t test with the help of SPSS 26 software shows that the score is sig. 2 tailed variable
tangibles 0.000 <0.05, variable reliability 0.000 <0.05, variable responsiveness 0.000 <0.05, variable assurance
0.000 > 0.05, variable empathy 0.000 <0.05. This t test shows that each variable tangibles, reliability,
responsiveness, assurance, and empathy make an impact against patient's satisfaction. The result of the F test
with the help of SPSS 26 software shows a significant score of 0.000 <0.05. This F test shows that all of the
variable tangibles, reliability, responsiveness, assurance, and empathy make an impact simultaneously against
elderly patient satisfaction.
KEYWORDS: Service, Satisfaction, Elderly
The Effect of Service Quality on Loyalty with Mediation of Patient Satisfactioninventionjournals
Patient satisfaction was one of internal factors that need improvement for betterment of the health care organizations so that the doctors, nurses and administratives staff can produce maximum work productivity. Hospitals and other health care providers assumed an important role in service sector is growing rapidly. Hospitals must paid attention to the decline in the number of inpatients. In case that determined the quality of hospitals, among others: to minimize patient's complaints against service of doctors, nurses and administrators who were often late and less nimble. Hospital industry must achieved service quality parameters with accuracy and precision of the results of medical examination, courteous and friendly service. Patient satisfaction had an important role on several aspects of health care organizations. Service quality was considered as an important factor for developing patient loyalty. Balaraja Hospital made progress of safety patient to improve the service quality. Patients received such satisfaction will feel comfortable and form a positive perception of service quality. Service quality played a major role in achieving patient satisfaction. This condition then made hospital services deserve the number one position according to patient so that he becomes loyalty by not using the hospital services of competitors. The aim of this study was to determine the effect of service quality on loyalty with mediation of patient satisfaction. Respondents were used as many as 170 inpatients grade two and grade three in Hospital Balaraja. Data were analyzed using Structural Equation Model (SEM). The results showed that service quality has an influence on patient satisfaction, patient satisfaction has an influence on loyalty and service quality has an influence on loyalty
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
Communication and Control Processes in the Delivery of Se.docxmadlynplamondon
Communication and Control Processes in the Delivery of Service Quality
Author(s): Valarie A. Zeithaml, Leonard L. Berry and A. Parasuraman
Source: Journal of Marketing, Vol. 52, No. 2 (Apr., 1988), pp. 35-48
Published by: American Marketing Association
Stable URL: http://www.jstor.org/stable/1251263
Accessed: 18-05-2017 23:45 UTC
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Valarie A. Zeithaml, Leonard L. Berry, & A. Parasuraman
Communication and Control
Processes in the Delivery
of Service Quality
Delivering consistently good service quality is difficult but profitable for service organizations. Under-
standing why it is so difficult and how it might be facilitated is the purpose of the article. The authors'
intent is to identify a reasonably exhaustive set of factors potentially affecting the magnitude and direc-
tion of four gaps on the marketer's side of their service quality model. Most factors involve (1) com-
munication and control processes implemented in service organizations to manage employees and (2)
consequences of these processes, such as role clarity and role conflict of contact personnel. Literature
from the marketing and organizational behavior fields on these topics is reviewed and integrated with
qualitative data from an exploratory study. Discussion centers on insights that can be obtained from
empirical testing of the extended model.
THE delivery of quality in goods and services has
become a marketing priority of the 1980s (Leon-
ard and Sasser 1982; Rabin 1983). Though marketers
of tangible goods have defined and measured quality
with increasing levels of precision (Crosby 1979; Gar-
vin 1983), marketers of services experience difficulty
in understanding and controlling quality. Because ser-
vices are performances rather than objects, precise
manufacturing specifications for uniform quality rarely
can be established and enforced by the firm. Quality
in services is not engineered at the manufacturing plant,
then delivered intact to the consumer. Most services
cannot be counted, measured, inventoried,.
Impact of Service Quality and Product Innovation on Public Satisfaction and T...AJHSSR Journal
ABSTRACT :Efforts to exploit the potential of the village for tourism purposes are increasing. One of the
potentials that can be developed in rural areas in Banyuwangi Regency is the application of the Smart Kampung
System. The purpose of this study was to determine the effect of service quality and product innovation on
community satisfaction and trust in the Village Government with the Smart Kampung system in Banyuwangi.
The population of this study is the entire population in 189 villages in Banyuwangi Regency with a total of
1,549,412 inhabitants. The sample was determined based on Roscoe's opinion, with a total sample of 378
respondents. The analysis technique used is the Structural Equation Model (SEM) using WarpPLS 5.0. The
results of data analysis indicate that the service quality variable, Smart Kampung innovation has a significant
effect on community satisfaction, and has a significant effect on community satisfaction. The service quality and
innovation of Smart Kampung have a significant effect on public trust. Community satisfaction has a significant
effect on public trust in Banyuwangi Regency.
Keywords -service quality; product innovation; satisfaction; public trust.
Courier management system project report.pdfKamal Acharya
It is now-a-days very important for the people to send or receive articles like imported furniture, electronic items, gifts, business goods and the like. People depend vastly on different transport systems which mostly use the manual way of receiving and delivering the articles. There is no way to track the articles till they are received and there is no way to let the customer know what happened in transit, once he booked some articles. In such a situation, we need a system which completely computerizes the cargo activities including time to time tracking of the articles sent. This need is fulfilled by Courier Management System software which is online software for the cargo management people that enables them to receive the goods from a source and send them to a required destination and track their status from time to time.
Overview of the fundamental roles in Hydropower generation and the components involved in wider Electrical Engineering.
This paper presents the design and construction of hydroelectric dams from the hydrologist’s survey of the valley before construction, all aspects and involved disciplines, fluid dynamics, structural engineering, generation and mains frequency regulation to the very transmission of power through the network in the United Kingdom.
Author: Robbie Edward Sayers
Collaborators and co editors: Charlie Sims and Connor Healey.
(C) 2024 Robbie E. Sayers
Industrial Training at Shahjalal Fertilizer Company Limited (SFCL)MdTanvirMahtab2
This presentation is about the working procedure of Shahjalal Fertilizer Company Limited (SFCL). A Govt. owned Company of Bangladesh Chemical Industries Corporation under Ministry of Industries.
Forklift Classes Overview by Intella PartsIntella Parts
Discover the different forklift classes and their specific applications. Learn how to choose the right forklift for your needs to ensure safety, efficiency, and compliance in your operations.
For more technical information, visit our website https://intellaparts.com
Water scarcity is the lack of fresh water resources to meet the standard water demand. There are two type of water scarcity. One is physical. The other is economic water scarcity.
COLLEGE BUS MANAGEMENT SYSTEM PROJECT REPORT.pdfKamal Acharya
The College Bus Management system is completely developed by Visual Basic .NET Version. The application is connect with most secured database language MS SQL Server. The application is develop by using best combination of front-end and back-end languages. The application is totally design like flat user interface. This flat user interface is more attractive user interface in 2017. The application is gives more important to the system functionality. The application is to manage the student’s details, driver’s details, bus details, bus route details, bus fees details and more. The application has only one unit for admin. The admin can manage the entire application. The admin can login into the application by using username and password of the admin. The application is develop for big and small colleges. It is more user friendly for non-computer person. Even they can easily learn how to manage the application within hours. The application is more secure by the admin. The system will give an effective output for the VB.Net and SQL Server given as input to the system. The compiled java program given as input to the system, after scanning the program will generate different reports. The application generates the report for users. The admin can view and download the report of the data. The application deliver the excel format reports. Because, excel formatted reports is very easy to understand the income and expense of the college bus. This application is mainly develop for windows operating system users. In 2017, 73% of people enterprises are using windows operating system. So the application will easily install for all the windows operating system users. The application-developed size is very low. The application consumes very low space in disk. Therefore, the user can allocate very minimum local disk space for this application.
Event Management System Vb Net Project Report.pdfKamal Acharya
In present era, the scopes of information technology growing with a very fast .We do not see any are untouched from this industry. The scope of information technology has become wider includes: Business and industry. Household Business, Communication, Education, Entertainment, Science, Medicine, Engineering, Distance Learning, Weather Forecasting. Carrier Searching and so on.
My project named “Event Management System” is software that store and maintained all events coordinated in college. It also helpful to print related reports. My project will help to record the events coordinated by faculties with their Name, Event subject, date & details in an efficient & effective ways.
In my system we have to make a system by which a user can record all events coordinated by a particular faculty. In our proposed system some more featured are added which differs it from the existing system such as security.
Immunizing Image Classifiers Against Localized Adversary Attacksgerogepatton
This paper addresses the vulnerability of deep learning models, particularly convolutional neural networks
(CNN)s, to adversarial attacks and presents a proactive training technique designed to counter them. We
introduce a novel volumization algorithm, which transforms 2D images into 3D volumetric representations.
When combined with 3D convolution and deep curriculum learning optimization (CLO), itsignificantly improves
the immunity of models against localized universal attacks by up to 40%. We evaluate our proposed approach
using contemporary CNN architectures and the modified Canadian Institute for Advanced Research (CIFAR-10
and CIFAR-100) and ImageNet Large Scale Visual Recognition Challenge (ILSVRC12) datasets, showcasing
accuracy improvements over previous techniques. The results indicate that the combination of the volumetric
input and curriculum learning holds significant promise for mitigating adversarial attacks without necessitating
adversary training.
Saudi Arabia stands as a titan in the global energy landscape, renowned for its abundant oil and gas resources. It's the largest exporter of petroleum and holds some of the world's most significant reserves. Let's delve into the top 10 oil and gas projects shaping Saudi Arabia's energy future in 2024.
Top 10 Oil and Gas Projects in Saudi Arabia 2024.pdf
The Analysis of Service Quality on Customer Satisfaction At“Kimia Farma”Pharmacy Number 33 Makassar, Indonesia
1. International Journal of Business and Management Invention
ISSN (Online): 2319 – 8028, ISSN (Print): 2319 – 801X
www.ijbmi.org || Volume 5 Issue 6 || June. 2016 || PP—45-52
www.ijbmi.org 45 | Page
The Analysis of Service Quality on Customer Satisfaction
At“Kimia Farma”Pharmacy Number 33 Makassar, Indonesia
Tjare A Tjambolang, Yayu Meiniza Zainiar, Nur Achfia Budhi Artha
Department of Business Administration, State Polytechnic of Ujung Pandang, Makassar, Indonesia
ABSTRACT: Services are important with regard to actions and treatment or how to serve others in order to
fulfill their needs and desires. The level of customer satisfaction toward the services acquired can be measured
by comparing the customer's expectations for service quality they want with the perceived service quality. This
study aims to determine the gap between expected services withservices perceived by customers of Kimia Farma
pharmacy No. 33 Makassar. Correspondence between the service provided with the service promised, the
accuracy of the service provided, providing the same service to every customer, employee readiness in
responding customer inquiries, the employees ability to provide information about company drug/product
completely and accurately, courtesy of employees in providing services, as well as the comfort of lounge
facilities arefactors that most correspond betweenexpected and perceived by customers of Kimia Farma No. 33
Makassar.
Keywords: service quality, customer satisfaction
I. INTRODUCTION
Customer satisfaction is one indicator that is widely used in measuring service quality at a company. Customer
satisfaction is determined by customer perception on performance of a product in meeting customer
expectations. Customers will satisfy when their expectations are fulfilled or will be very satisfy if their
expectations are exceeded. With emphasis on good services, the customers will allow the company to achieve its
goal in obtaining a maximum profit through an increase in the number of customers.
Pharmacy is one of health facilities, which is a place in which thepharmaceutical worksare conducted and
pharmaceutical as well as other medical suppliesare distributed to people. The products offered by every
pharmacy is almost similar to other pharmacies, which are in the form of pharmaceutical supplies and services
or pharmaceutical care, so customers can immediately compare the product and service quality of pharmacies
they perceived and choose which products are best .
The pharmacy service qualitywillgreatly affect customer satisfaction. Satisfied customers will have an impact on
customer’s interest to return to the same pharmacy and also as a promotional tool by word of mouth to other
potential customers that can positively affect the pharmacy business. Customers are the real employers who can
assist the company development. Customer dissatisfaction is something that very worrying for the company
because the customerdissatisfaction can be used by competitors by improving services transparently and provide
friendly alternative so that customers can move to another company.
One of the indicators used to evaluate company service quality is by measuring the customer satisfaction level.
If customer satisfaction is high it means that the service quality provided already meet or exceed customer
expectations. In addition to the pharmacy promotion, customer satisfaction measurement aims to evaluate
pharmacy services given to customers. Customer satisfaction that has not been achieved should be an important
focus for pharmacy management to make policy in order to improve service quality of pharmacy.
Apotek Kimia Farma merupakan apotek terbesar di kota Makassar. Oleh sebab itu, Apotek Kimia Farma Nomor
33 Makassar sebagai penyedia layanan kesehatan yang terintegrasi harus mampu memberikan pelayanan yang
baik serta untuk memudahkan masyarakat mendapatkan layanan kesehatan berkualitas.Kimia Farma is the
largest pharmacy in Makassar City. Therefore, pharmacy of Kimia Farma No. 33 Makassar as integrated health
care providers must be able to provide good service and facilitate public to get qualified health care.
II. LITERATURE REVIEW
Definition of Service
Service is a benefit that can to be offered by one person to another. According to Moenir (2008:27), the service
is an activity conducted by a person or a group of people with a foundation of material factor through systems
and procedures and with a particular method in order to attempt to satisfy the interests of others in accordance
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with their rights. Kotler and Keller (2009:36) points out that "Service is any act or performance that can be
offered by one party to another, which in essence is intangible and not cause any ownership. Service can be
attributed to physical products, but also can not be associated with." Tjiptono (2012:28) reveals that service has
four unique characteristics that distinguish them from goods and impacted on managing and marketing
strategies. The four main characteristics are known as a IHIP paradigms: Intangibility, heterogeneity,
Inseparability, and perishability.
Zeithaml and Bitner (in Sunyoto, 2013: 112) also proposed the definition of service "service is all economic
activities Whose output is not a physical product or construction is Generally consumed at that it is produced,
and Provides added value in forms, such as convenience, amusement, comfort or health. Which means that
service is all economic activities which the results are not in form of a physical product or construction, which
are generally produced and consumed simultaneously and provide added value, such as convenience,
entertainment, pleasure, or health. "
Definition of Service Marketing
Marketingis the liaisonbetween company andits customers. Thisliaisonrolewill be successfulifall themarketing
effortsorientedto consumers. The involvement ofall stakeholdersfromtop managementtonon-managerial
employeesin definingandsupporting the implementation ofa consumer-orientedmarketing concerned is
notnegotiableanymore. In connectionto marketing aspect, in generalit can be saidthat the
moreintangibleaservice, then the lesssimil aritybetweenmarketingservicesand market in gtangible goods.
AccordingTjiptono(2009: 18), "Marketing serviceisthatthe servicehas a number ofunique characteristics
thatdistinguish itfrom good and impacted on marketing ways." Payne(in Hurriyati, 2005:42) also revealedthat,
"Marketing serviceis a process ofperceiving, understanding, stimulating and satisfy market needswhich is
especially selectedby channelingthe resourcesof an organizationtomeet those needs."
ServiceQuality
Service quality is centered onthe efforts of addressing the needsanddesires of customersas well asthe accuracyof
it’s delivery tocom pensate customers' expectations. Customer expect ations can beof three types (Rust,
et.al.InTjiptono, 2007:259). First, willexpectation, namely the level of performancethat is predicted or expected
that customer would receive, based on allthe informationhe knows.This type is an expectationlevelthat
ismostoften meantby customer, whenassessing a certain service quality. Secondly, shouldexpectation, namely
the performance level is consideredappropriately acceptable by consumers. Usuallythe demandofwhatit would
have receivedmuch greaterthanwhat isexpected to be received. Third, ideal expectation, namelythe bestlevel
ofoptimum performanceorexpected to beacceptable by customer.
Goetsch & Davis(in Tjiptono, 2012:152) argued that quality can bedefinedas"dynamic conditionsrelating
toproducts, services, human resources, processes andenvironmentsthat meetorexceed expectations".Dengan kata
lain, terdapat dua faktor utama yang memengaruhi kualitas jasa yakni, jasa yang diharapkan (expected service)
dan jasa yang dipersepsikan (perceived service) (dalam Tjiptono, 2012).In other words, there are twomain
factorsthat affectservice quality namely, expectedserviceand perceivedservice(in Tjiptono, 2012).
Service Quality Dimensions
Parasuraman, Zeithaml, andBerry(in Tjiptono, 2012:201) arguedthat theSERVQUAL isinstrumentvery usefulin
conductingmarketing research. This modelincludesan analysis of fivegapsthataffect service quality, as the cause
ofthe service delivery failure. Therefore,service is usually intangible, communication and understanding
gapsbetweenemployeesand customersseriously affectperceptions ofservice quality. Differenceorgap
betweenperceived and expected serviceoccur because:
1. Gap between man agement percep tionand customer expec tations (Knowledge Gap)
The is a differenc e/gap between actual customer expect ation sandman agement under standing and
perception in customer expectations.
2. Gapbetweenmanagement perceptionon customer expectationsandservicequality specifications(Standards
Gap) Specificationof service qualityis not consistentwith theperception ofmanagement's of expectedquality
(Standards Gap)
3. Gapbetweenservice qualityspecificationsandservice delivery(DeliveryGap). Qualityspecificationsare not
metby production process performance and service delivery.
4. Gapbetweenservice deliveryandexternal communications(Communications Gap).Occurs whenthe promises
delivered throug hmarketing communications activitiesare not consistentwith theservicesdeliveredto
customers.
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5. Gap between the percep tual and expec ted Service Gap) Percep tual service sincon sist t with the expec ted
services. According Tjiptono (2008) there are five major dimensions of service quality that are arranged in
order of relative importance which used as guidelines in assessing service quality, namely:
1. Reliability, related to company’s ability to provide accurate service since the first time without making any
mistakes and deliver it’s service in timely manner.
2. Responsiveness, with regard to the willingness and ability of employees to assist customers and responding
to their requests as well as to inform when services will be provided and then deliver the services in timely
manner.
3. Assurance, namely the employees behavior that are able to grow customer’s trust to company and company
can create sense of security for customer. Assurance also means that employees are always polite and
master the knowledge and skills required to deal with any customers question and problems.
4. Empathy, which means that company understands the customer’s problem and act in customers interests, as
well as providing personal attention to customers and have convenient operation hours.
5. Tangibles, with regard to the appeal of physical facilities, equipment, and materials used by company, as
well as employee appearance.
CustomerSatisfaction
Service quality must be startedfromcustomer needs and endswithcustomer satisfactionandpositive perceptions of
service quality. Aservice issaid to bequalifiedif it is ableto give satisfaction tocustomers. Satisfaction, according
toKotlerandKeller(2007: 177), is stated as"the feeling of happyor upsetof someonewhichemergedafter
comparing the performance(results) which expected.If performanceisbelow expectations, the customer is
notsatisfied. If performancemeets expectations,the customer is satisfied. If performanceexceeds expectations,
the customeris verysatisfiedorpleased. "
Engel, etal. (in Tjiptono, 2008:24) stated that"Customer satisfaction is anpost- purcha sing
evaluationwhereselected alternativesat leastprovidethe results(outcomes) equalorexceed the customer
expectations. Whiledissatisfactionarises whenthe results obtaineddo notmeet customer expectations". Basically
thecustomer satisfactionis the result ofevaluative judgmentspurnabeliresultingfromthe gapor gapsbetween the
expectationsof whatthe customerreceivedafterconsuming a product. Ifwhat isreceived bythe customer is notas
expected, then the customerwill bedissatisfied. Ifwhat isreceived bythe customeris equal towhat is expected,
then the customerwill besatisfied. Andif thecustomerreceivedexceeds expectations, the customer will
feelverysatisfied.
III. RESEARCH METHODOLOGY
Type of Research
This researchis a case studyregarding the quality ofcustomer serviceprovided byKimiaFarmaPharmacy No.
33Makassaron customer satisfaction. The typeof research isdescriptive-quantitative research.
Sampling and Data Collection
Sampling technique is accidental. The data collection is done by using a questionnaire.
Analysis Method
Analysis of Customer Importance-Performance/Customer Satisfaction (Importance Performance
Analysis)
According to Kotler (1997:95), service can be rated according to Customer Importance and Company
Performance. In this study the interest rated with a five-point scale, namely: very important for rated (5),
essential (4), fairly important (3), less important (2), not important (1). The performance/customer satisfaction is
also rated with a five-point scale, namely: very satisfied for rated (5), satisfied (4), fairly satisfied (3), less
satisfied (2), very dissatisfied (1). Scoring for each performance/customer satisfaction and
expectations/customer interests aims to simplify data processing.
Inresearch implementation, this methodwillbe usedtoanalyze theservice quality by descriptive, seenbythe level
ofcompatibility betweenexpectedservices(customer interests) with theservicesperceived(the company
performance/customer satisfaction). The level ofconformityreferred to inthis study isthe comparison
ofexpectedservicesscores(customer interests) with perceived service value (performance/customer satisfaction).
Theformula usedfor the assessment ofconformitylevelis:
𝑋𝑖
𝑌𝑖
× 100%
Remarks:
Tki = Conformity Level
Tki =
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Xi = Perceived Service Value Score
Yi = Expected Service Value Score
For horizontalaxis(X) isthe scoreforperceivedservices, whileverticalaxis(Y) isthe expectedservice score.
Theassessmentscoreswillbe simplifiedto get theaverage valueof eachfactor. As for thesimplificationof
eachassessment factors isusing the following formula:
X =
Ʃ𝑋𝑖
𝑛
Y =
Ʃ𝑌𝑖
𝑛
Remarks:
Xi = Perceived Service Value Score
Yi = Expected Service Value Score
X = Perceived Service Value Average Score
Y = Expected Service Value Average Score
n = Number of Samples
Cartesian Diagram
Cartesiandiagramis usedto determine the levelof serviceimportance according to customersand thelevel of
customer satisfactionon services providedbycompany. Cartesiandiagramisashape which divided intofourparts
confined bytwolines thatintersectat points(X, Y). WhereXis the averageofaverageservice scoresof company
perceivedserviceperformance, andYis the average scores ofservice expectedservices/level ofthe interests of
allthe factorsthat affect satisfaction. The formulain question is:
X =
X𝑛
𝑖−𝑖
K
Y =
Y𝑛
𝑖−𝑖
K
Remarks:
X = Average score of perceived service evaluation
Y = Average score pf expected service evaluation
X = Average score of average perceived service evaluation
Y = Average score of average expected service evaluation
K = Number of factors
Each dimension both the average score of perceived service (X) andthe average scoreof expected service
evaluation (Y) is described intofour partsof Cartesiandiagram.
Figure 1. Cartesian Diagram of Importance-Performance/Satisfaction Analysis
Operational Definition
Customer Satisfaction
Is a conditionexperienced bya customerof Pharmacy of KimiaFarma33Makassar duringand afterenjoying
theservices; ifwhat customers experienced exceeded the expectationsit meansthat theyare verysatisfied.
Themeasurementis based on thelevel of satisfactionand company performance.
No. Service Quality
Dimensions(X)
Attributes/Factors
1. Reliability (X1) X1.1. Conformity between service provided with the
service promised
X1.2. Accuracy of service provided without errors
X1.3. Delivering the same service to every customer
0
X X
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2. Responsiveness (X2) X2.1. Employees readiness to respond customer’s
inquiries
X2.2. Employees readiness to respond customer’s
request immediately
X2.3. The fast response of employees in completing
service to customers
3. Assurance (X3) X3.1. Employees’ ability in providing product
information in complete and accurate manner to
customers
X3.2. Safety in transaction
X3.3. Courtesy of employees to customers in service
delivery
4. Empathy (X4) X4.1. Patience of employees in serving customers
X4.2. To provide individual/personal concern to
customers
X4.3. Employees’ ability in understanding customers’
needs
5. Tangibles (X5) X5.1. Convenience of lounge facilities
X5.2. Neatness of employees’s appearance in
providing services
X5.3. The availability of adequate parking space
X5.4. Available payment facilities both cash and credit
IV. ANALYSIS AND FINDINGS
Results Analysis
Data distribution on overall items in questionnaire listand the average total value of responses can be seen in
following table:
No. Attributes Expected Service Perveived
Service
Reliability (X1)
X1.1. Conformity between service delivered with
service promised
438 (4.65) 374 (3.97)
X1.2. Accuracy of service delivered 425 (4.52) 372 (3.95)
X1.3. Provide the same service to every customer 420 (4.46) 365 (3.88)
Responsiveness (X2)
X2.1. Employees readiness to respond customer’s
inquiries
412 (4.38) 362 (3.85)
X2.2. Employees readiness to respond customer’s
request immediately
407 (4.32) 452 (4.80)
X2.3. The fast response of employees in completing
service to customers
414 (4.40) 344 (3.65)
Assurance (X3)
X3.1. Employees’ ability in providing product
information in complete and accurate manner to
customers
419 (4.45) 361 (3.84)
X3.2. Safety in transaction 408 (4.34) 381 (4.05)
X3.3. Courtesy of employees to customers in service
delivery
418 (4.44) 365 (3.88)
Empathy (X4)
X4.1. Patience of employees in serving customers 406 (4.31) 368 (3.91)
X4.2. To provide individual/personal concern to
customers
367 (3.90) 342 (3.63)
X4.3. Employees’ ability in understanding customers’
needs
397 (4.22) 358 (3.81)
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Tangibles (X5)
X5.1. Convenience of lounge facilities 415 (4.41) 394 (4.19)
X5.2. Neatness of employees’s appearance in
providing services
393 (4.18) 315 (3.35)
X5.3. The availability of adequate parking space 439 (4.67) 230 (2.44)
X5.4. Available payment facilities both cash and credit 366 (3.89) 345 (3.67)
Average (X and Y) 4.35 3.80
Source: Processed Data, 2015.
Based on thetable above, the level of satisfactionandthe level service qualityimportance according to customers
can be displayedin aCartesian diagramasfollows:
Figure 2. Cartesian Diagram of Service Dimensions Perceived and Expected by Customers of Kimia Farma
Pharmacy No. 33, Makassar
Cartesiandiagramin Figure 2shows that thelayoutof attributeswhich described the evaluation of expectedservice
and perceived service by customersof KimiaFarmaNo.33Makassar
Remarks:
1. QuadrantA,showsthe attributesthat affectcustomer satisfaction, but thepharmacyhas not beenable to
implement itwell, including:
1. The fast response of employees in completing service to customers(X2.3.)
2. The availability of adequate parking space (X5.3.)
2. QuadrantB, shows the attributes that affect customer satisfaction, where the pharmacy has implemented
according to customer expectations, including:
Conformity between service provided with the service promised (X1.1.)
Accuracy of service provided without errors (X1.2.)
Delivering the same service to every customer (X1.3.)
Employees’ readiness to respond customer’s inquiries(X2.1.)
Employees’ ability in providing product information in complete and accurate manner to customers (X3.1.)
Courtesy of employees to customers in service delivery (X3.3.)
Comvenience of lounge facilities (X5.1.)
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3. QuadrantC,showsthe attributesthatare consideredlessimportantby customers, whilethe quality providedby
thepharmacyclassifiedmediocre. These attributes, covering:
To provide individual/personal concern to customers (X4.2.)
Neatness of employees’s appearance in providing services (X5.2.)
Available payment facilities both cash and credit (X5.4.)
4. QuadrantD, shows the attributes which are considered less important by customers, yet the service quality
provided by pharmacy of Kimiar Farma is overwhelmed or exceeding, including:
Employees readiness to respond customer’s request immediately(X2.2.)
Safety in transaction (X3.2.)
Patience of employees in serving customers (X4.1.)
Employees’ ability in understanding customers’ needs (X4.3.)
ResultsDiscussion
Based on the study results using Cartesian diagram it can be seen that some of attributes of services have given
and able to give satisfaction to customer. When related to the five dimensions, namely: reliability,
responsiveness, assurance, empathy, and physical evidence, which are used to measure the gap between
perceived service and expected service, then the relationship can be described as follows :
Variable of Reliability (X1) on Satisfaction (Y)
Observationsbased onanalysis ofImportance-Performance/Customer Satisfactionwhich can also beseen
inCartesiandiagram, indicating that the service quality attributes, especially forVariable ofReliability(X1) are all
locatedin QuadrantB. Thisshowsthatpharmacycustomerswho are onreliability attributeshavesatisfied and is
consideredimportantby customers. Thismeans thatthepharmacyshouldcontinue to maintain(X1.1.), The accuracy
of theservices provided(X1.2.), as well as providingthe same serviceto every customer(X1.3.).
Variableof Assuranc (X3) on Satisfaction (Y)
The research shows that the results of Importance-Performance / Customer Satisfaction Analysis which can also
be seen in Cartesian diagram, indicating that the service qualityattributes of AssuranceVariable (X3) mostly are
in Quadrant B. Attributes of employees’ ability in providing medicine/product information in complete and
accurate manner (X3.1.) and courtesy of employees in providing services (X3.3.) areexpected to be highly
considered by company. In fact, these two attributes are considered to be highly satisfactory by customers. This
means that Kimia Farma Pharmacy No. 33, Makassar, hadtaken into account the customer safety assurance
given that the information regarding the use of medicine is very important. It is also due to the pharmacy
provides additional service such as counseling services to customers who want to know more about the
medicines they consume.
Variable of Empathy (X4) on Satisfaction (Y)
The result showsthatfrom Importance-Performance/Customer analysis Satisfactionwhich can also beseen
inCartesiandiagram, indicating that theattributesof service qualityforEmpathyVariable(X4) are mostly locatedin
QuadrantD.For attributeof Patience of employees in serving customers(X4.1 .) andEmployees’ ability in
understanding customers’ needs(X4.3.), thepharmacyhas givenvery good services, butconsidered
lessimportantby customers, so it seemedoverwhelmed/excessive. Thismeans thatthepharmacyshould reduce
expenses associatedwiththese attributes, and thenallocateto more importantattribute, butget less attentionfrom
thepharmacy.
Variableof Physical Evidence (X5) on Satisfaction (Y)
The result showsthatfrom Importance-Performance/Customer SatisfactionAnalysis which can also beseen inthe
Cartesiandiagram, showingthat theservicequality attributesforPhysical EvidenceVariable (X5) are mostly
locatedin QuadrantC.Attributesof Neatness of employees’s appearance while providing services(X5.2.) andthe
availability of payment facilities both cash and credit(X5.4.) are the attributesconsideredless importantorless
expectedbythe customers, whilethecompanyalsopays little attention tothese factors. This is due toa lack
ofunderstanding ofpharmacyregarding the payment systemthat can be offered, whereas there are variouswaysof
paymentandeasethatcan be offeredto customers.
Variable of Responsiveness (X3) on Satisfaction (Y)
The result shows that the of Importance-Performance/Customer Satisfaction analysis which can also be seen in
Cartesian diagram, showing that the service quality attributes for Variable Responsiveness (X3) are scattered in
several quadrants. Attribute of the fast response of employees in completing service to customers (X2.3.) is in
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quadrant A, which means that it is an important factor and expected by customers, but the company has not yet
provide appropriate services that consumers want. Speed in providing services plays an important role especially
in service industry. By providing fast service will reduce the length of queue which is one of the obstacles in
giving satisfactory service. Therefore, it would be better for the pharmacy if this attribute is shifted towards
quadrant B, so that it will satisfy the customers. The attribute of Employees readiness to respond customer’s
inquiries(X2.1.) is in quadrant B, which means that there has been correspondence between what is expected
and what is perceived by customers to services provided by the pharmacy. It also means that the pharmacy
should continue to maintain services on this attribute.
V. CONCLUSION AND RECOMMENDATION
Conclusion
1. Based on theanalysis ofImportance-Performance/Customer SatisfactionandCartesiandiagram, of
thesixteenattributes that areconsidered importantby customers, thePharmacy of KimiaFarmaNo.33,
Makassarcan only meetthe customer's expectations for sevenattributesand the remainingnineservice
attributescan notsatisfycustomer expectations, so improvements are required.
2. Most of theservice quality attributes that have satisfied customerslocatedinandReliabilityVariable and
Assurance Variable.
VI. RECOMMENDATION
Based on the conclusionabove it can recommendedto thepharmacy, to pay more attention and prioritizeim
provement, espec ially on service quality attributesin QuadrantA, namely:
1. The fast response of employees in completing service to customers(X2.3.)
2. The availability of adequate parking space(X5.3.)
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