Abstrak
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.