| dc.contributor.advisor | Muhibuddin, Fuad Wahdan | |
| dc.contributor.advisor | Sari, Linda Karlina | |
| dc.contributor.author | GUSTIANA, SYIFA RASYIDA | |
| dc.date.accessioned | 2025-08-04T07:44:27Z | |
| dc.date.available | 2025-08-04T07:44:27Z | |
| dc.date.issued | 2025 | |
| dc.identifier.uri | http://repository.ipb.ac.id/handle/123456789/166597 | |
| dc.description.abstract | Transformasi digital telah mendorong munculnya aplikasi farmasi seperti Kimia Farma Mobile, namun penurunan penilaian dan keluhan pengguna menunjukkan adanya kesenjangan antara harapan dan kualitas layanan. Penelitian ini bertujuan untuk mengidentifikasi karakteristik pengguna, mengukur tingkat kepuasan, menetapkan prioritas perbaikan layanan, dan merumuskan strategi peningkatan. Dengan menggunakan pendekatan kuantitatif terhadap 102 pengguna di Kota Bogor, analisis Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) menunjukkan tingkat kepuasan sebesar 78,6%, dengan mayoritas pengguna adalah perempuan berusia 18–25 tahun yang bekerja di sektor swasta. Perbaikan diperlukan pada kecepatan pengiriman, stabilitas aplikasi, responsivitas, fleksibilitas, dan pembaharuan informasi. Rekomendasi tindakan mencakup jaminan pengiriman, pembaharuan berkala, layanan interaktif, optimalisasi aplikasi, dan peningkatan fitur transaksi untuk meningkatkan kepuasan serta daya saing. | |
| dc.description.abstract | Digital transformation has led to the rise of pharmacy apps like Kimia Farma Mobile, yet declining ratings and complaints reveal a gap between expectations and service quality. This study aims to identify user characteristics, measure satisfaction, set service priorities, and propose strategies for improvement. Using a quantitative approach with 102 Bogor City users, Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) reveal a 78.6% satisfaction rate, with most users being women aged 18–25 working in the private sector. Improvements are needed in delivery speed, app stability, responsiveness, flexibility, and information updates. Recommended actions include delivery guarantees, regular updates, interactive services, app optimization, and enhanced transaction features to boost satisfaction and competitiveness. | |
| dc.description.sponsorship | | |
| dc.language.iso | id | |
| dc.publisher | IPB University | id |
| dc.title | Analisis Kepuasan Pelanggan Aplikasi Kimia Farma Mobile (Studi Kasus di Kota Bogor) | id |
| dc.title.alternative | Customer Satisfaction Analysis of the Kimia Farma Mobile Application (A Case Study in Bogor City) | |
| dc.type | Skripsi | |
| dc.subject.keyword | customer satisfaction | id |
| dc.subject.keyword | Electronic Service Quality | id |
| dc.subject.keyword | health application | id |
| dc.subject.keyword | kimia farma mobile | id |
