Analisis Pengaruh Variabel Kualitas Layanan Terhadap Kepuasan Pelanggan Apotek Kimia Farma Jember

Choirunnisa' Kurnia Safitri; Ketut Indraningrat; Imam Suroso

doi:10.19184/ejeba.v4i1.4573

Choirunnisa' Kurnia Safitri Jurusan Manajemen, Fakultas Ekonomi, Universitas Jember (UNEJ) Jln. Kalimantan 37, Jember 68121
Ketut Indraningrat Jurusan Manajemen, Fakultas Ekonomi, Universitas Jember (UNEJ) Jln. Kalimantan 37, Jember 68121
Imam Suroso Jurusan Manajemen, Fakultas Ekonomi, Universitas Jember (UNEJ) Jln. Kalimantan 37, Jember 68121

DOI: https://doi.org/10.19184/ejeba.v4i1.4573

Abstract

This research aimed to analyze the effect of variable quality services to customer satisfaction in Kimia Farma Pharmacy
Jember. The population in this research are customers of Kimia Farma Pharmacy Jember. Sampling method used is purposive
sampling with the number of respondents 108 people. Variables used are 5 variables. This research located in Kimia Farma
Pharmacy Jember. Primary data used in this research is the answer of the questionnaire, while secondary data in this study is a
general overview of Kimia Farma, literature from many sources, and also from previous research. The analysis tool used
Analysis Structural Equestion Modelling (SEM). The results showed that: 1) Physical evidence significantly effect on
customer satisfaction in Kimia Farma Pharmacy Jember; 2) Reliability significantly effect on customer satisfaction in Kimia
Farma Pharmacy Jember, and; 3) Responsiveness significantly effect on customer satisfaction in Kimia Farma Pharmacy
Jember; 4) Assurance a significantly effect on customer satisfaction in Kimia Farma Pharmaciy Jember; 5) Empathy
significantly effect on customer satisfaction in Kimia Farma Pharmacy Jember.