ANALISA KEPUASAN PELANGGAN PBF X SELAMA PANDEMI COVID-19 PERIODE JANUARI – DESEMBER 2020

BR. BARUS, ANGGIA ESSENTIA (2021) ANALISA KEPUASAN PELANGGAN PBF X SELAMA PANDEMI COVID-19 PERIODE JANUARI – DESEMBER 2020. Diploma thesis, UNIVERSITAS 17 AGUSTUS 1945 JAKARTA.

Text FILE 10_(2021_SF_ANGGIA ESSENTIA BR. BARUS_1943057038_Full Text).pdf Restricted to Registered users only Download (3MB)

Abstract

Many industries have been affected by the Covid-19 pandemic, one of which is the pharmaceutical industry. Consumer satisfaction is one indicator of service quality in the pharmaceutical industry, therefore it is necessary to understand the level of consumer satisfaction with its services, especially during this Covid-19 Pandemic, so that if the result is that the customer is not satisfied then PBF can improve for better service, and if the service is satisfied, then PBF will continue to survive and improve the quality of its services to provide higher quality services. In this study, the sample used was 232 respondents. The researcher used a quantitative research method with a survey method, and used a cross-sectional design. Sampling was carried out using the Stratified Random Sampling technique and calculated using the Slovin formula. The type of data used is primary data with data collection techniques in the form of a questionnaire. Data analysis used descriptive analysis and the data obtained were processed using Microsoft Office Excel in the form of a table. The results of the research that were processed showed that the level of consumer satisfaction in PBF X, all respondents felt very satisfied with the quality of distribution services, with percentages ranging from 83.4% to 85.4%, and the value of the quality of drug distribution services at Pharmacy Wholesalers (PBF) X during the Covid-19 Pandemic for the January - December 2020 period, respondents were satisfied, namely in the Hospital segment in the Assurance dimension which had a positive result with a value of 0.35, which means that the respondent was satisfied with the reality or perceived performance. Keywords : Covid-19, Customer Satisfaction Level, Service Quality Value, Pharmaceutical Wholesalers

Actions (login required)

View Item