Analysis of Consumer Satisfaction with the Quality of Pharmaceutical Services at Cahaya Sehat Nusukan Pharmacy, Surakarta, Using the Service Quality Plus (SERVQUAL+) Method and SWOT Analysis

Hari Waluyo; Jason Merari Peranginangin; Lucia Vita Inandha Dewi

doi:10.55927/fjmr.v5i1.658

Authors

Hari Waluyo Setia Budi University
Jason Merari Peranginangin Setia Budi University
Lucia Vita Inandha Dewi Setia Budi University

DOI:

https://doi.org/10.55927/fjmr.v5i1.658

Keywords:

Consumer Satisfaction, Pharmaceutical Services, Service Quality Plus, SWOT Analysis, Pharmacy

Abstract

The researcher conducted a SWOT analysis to address service quality issues at Apotek Cahaya Sehat Nusukan Surakarta. To improve service quality, it is necessary to develop several dimensions that are part of the original service quality (SERVQUAL) model, along with additional dimensions tailored to the characteristics of pharmaceutical services in pharmacies. This led to the development of the Service Quality Plus (SERVQUAL+) model. The aim of this study is to determine the level of customer satisfaction with the quality of service at Apotek Cahaya Sehat Nusukan. This research employed an associative design using a survey approach through the distribution of questionnaires. The sampling technique used was non-probability sampling with purposive sampling, involving a total of 301 respondents. The study results showed that the customer satisfaction score was 94.49%, indicating that customers were highly satisfied. The influence of the nine variables on customer satisfaction was 56.2%. The gap analysis between perceived service and expectations yielded a value of -0.06, indicating that customer expectations had not yet been fully met. From the SWOT analysis, the IFAS score was positive 0.80 and the EFAS score was positive 0.90, placing Apotek Cahaya Sehat Nusukan Surakarta in Quadrant I, which signifies an aggressive and highly favorable strategic position.

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