YANUARTI, YESICA (2016) PENGUKURAN KEPUASAN PUSKESMAS TERHADAP PELAYANAN PENGADAAN OBAT OLEH GUDANG FARMASI KABUPATEN XYZ MENGGUNAKAN METODE POTENTIAL GAIN IN CUSTOMER VALUE. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

XYZ District Pharmacy Warehouse (DPW) is a Technical Implementation Unit of XYZ District Health Office. In this research, 36 health centers in XYZ have a duty to respond or answer questionnaires that containing service attributes with KONAS‟s dimensional. The aim of this research was to measure health center satisfaction of drug procurement services by DPW and determine the attributes that must be improved in order to better services. Measurements were made using the Minnesota Satisfaction Quistionnaire (MSQ) and Potential Gain in Customer Value (PGCV) methods. The results of questionnaires that obtained from 36 respondents are calculated by dividing the value of satisfaction with the number of respondents, the score is categorized into three classifications of satisfaction. Furthermore, to obtain the PGCV index based on satisfaction and the respondent's importance, the Desire Ultimately Customer Value (UDCV) is reduced by Achieve Customer Value (ACV). In conclusion, the satisfaction score was 51.39 into the category of moderate and attributes that should be corrected based on the priorities that refers to the average value of PGCV index are DPW‟s staff evaluate each of drugs distribution, DPW‟s staff stand by during working hours, drugs always returned to the safe place, DPW stand by to help when needed, DPW‟s staff consider wisely filing of drugs and medical devices, DPW‟s staff given training to prepare any supervision, DPW‟s staff respond the requests of meeting friendly. Keywords : Customer satisfaction, MSQ, PGCV, ACV, UDCV

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