2026 · Book · Koleksi Perpustakaan
ABSTRAK
Persaingan distributor alat kesehatan yang ketat menuntut peningkatan kualitas
pelayanan untuk menjaga kepuasan mitra. Studi pendahuluan menunjukkan
adanya keluhan apotek terkait keterlambatan pengiriman dan kekosongan stok
produk. Penelitian ini bertujuan untuk mengevaluasi kualitas pelayanan PT.
Maliawan Mulia Medicatama terhadap kepuasan apotek di Wilayah Tegal. Jenis
penelitian ini adalah deskriptif kuantitatif dengan pendekatan cross-sectional.
Pengambilan sampel menggunakan teknik total sampling melibatkan 65 apotek
mitra aktif. Data dikumpulkan melalui kuesioner berbasis lima dimensi
SERVQUAL (bukti fisik, keandalan, ketanggapan, jaminan, dan empati). Secara
keseluruhan, tingkat kepuasan apotek berada pada kategori sangat puas dengan
persentase rata-rata 83,96%. Nilai kepuasan tertinggi dicapai oleh dimensi
ketanggapan (responsiveness) sebesar 85,8%, sedangkan dimensi bukti fisik
(tangible) memperoleh persentase terendah sebesar 82,4% akibat adanya keluhan
berkala terkait kekosongan stok. Kualitas pelayanan PT. Maliawan Mulia
Medicatama dinilai sangat memuaskan oleh apotek mitra. Namun, perusahaan
disarankan untuk meningkatkan pengelolaan ketersediaan stok barang dan
ketepatan waktu pengiriman guna meminimalkan hambatan distribusi.
Kata Kunci: Kualitas Pelayanan, Kepuasan Pelanggan, Apotek, Alat Kesehatan,
SERVQUAL, PT.Maliawan Mulia Medicatama
2026 · Book · Koleksi Perpustakaan
Fierce competition among medical device distributors demands improved service quality to maintain partner satisfaction. A preliminary study revealed complaints from pharmacies regarding late deliveries and product out-of-stock. This study aims to evaluate PT. Maliawan Mulia Medicatama's service quality on pharmacy satisfaction in the Tegal region. This study was a quantitative descriptive study with a cross-sectional approach. Sampling used a total sampling technique involving 65 active partner pharmacies. Data were collected through a questionnaire based on the five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance, and empathy). Overall, the level of pharmacy satisfaction was categorized as very satisfied with an average percentage of 83.96%. The highest satisfaction score was achieved by the responsiveness dimension at 85.8%, while the tangible evidence dimension achieved the lowest score at 82.4% due to recurring complaints regarding stock shortages. PT Maliawan Mulia Medicatama's service quality was rated highly satisfactory by partner pharmacies. However, the company is advised to improve its inventory management and timely delivery to minimize distribution bottlenecks.
2026 · Thesis · Skripsi, Thesis, Disertasi, dan Tugas Akhir
Fierce competition among medical device distributors demands improved service quality to maintain partner satisfaction. A preliminary study revealed complaints from pharmacies regarding late deliveries and product out-of-stock. This study aims to evaluate PT. Maliawan Mulia Medicatama's service quality on pharmacy satisfaction in the Tegal region. This study was a quantitative descriptive study with a cross-sectional approach. Sampling used a total sampling technique involving 65 active partner pharmacies. Data were collected through a questionnaire based on the five dimensions of SERVQUAL (tangibles, reliability, responsiveness, assurance, and empathy). Overall, the level of pharmacy satisfaction was categorized as very satisfied with an average percentage of 83.96%. The highest satisfaction score was achieved by the responsiveness dimension at 85.8%, while the tangible evidence dimension achieved the lowest score at 82.4% due to recurring complaints regarding stock shortages. PT Maliawan Mulia Medicatama's service quality was rated highly satisfactory by partner pharmacies. However, the company is advised to improve its inventory management and timely delivery to minimize distribution bottlenecks.
2026 · Thesis · Skripsi, Thesis, Disertasi, dan Tugas Akhir
