Nur Achfiah Budhi Artha, 2014. The Quality of Customer Service in Apotek Kimia Farma Nomor 33 Makassar. Supervised by Yayu Meiniza and Tjare A. Tjambolang.
This research aimed to determine the quality of customer service in Apotek Kimia Farma Nomor 33 Makassar. This research was a descriptive research, which describes the quality of customer service in Apotek Kimia Farma Nomor 33 Makassar.
Primary data were obtained through direct observation, interviews and questionnaires. Secondary data were obtained through company documents. The population of this research was the customers of Apotek Kimia Farma Nomor 33 Makassar who bought prescription drugs in a particular month. The sampling technique in this research was accidental sampling calculated by the Slovin formula obtained as much as 94 respondents. The data obtained were processed and analyzed through a gap analysis of service quality gap between the importance rate and the customer satisfaction rate, followed by calculating the customer satisfaction index.
The results of this research showed that the customer satisfaction rate with the service provided by Apotek Kimia Farma Nomor 33 Makassar was high or classified as good, but there was still room for improvements. As for the service elements that were considered to be repaired were a large parking area, neatness appearance of the employees at the time serve the customers, and the speed of employees in resolving the services.