Analysis of Customer Satisfaction in Pharmacy Services: A Case Study of Alam Medika Pharmacy

Abstract

The COVID-19 pandemic has accelerated digital adoption in healthcare, intensifying competition in the pharmaceutical industry. Alam Medika Pharmacy aims to enhance customer satisfaction and address the decline of post-pandemic clientele. The objectives of this study are to measure overall satisfaction levels, identify gaps between customer importance and service performance, and analyze underperforming attributes for improvement. This research used the Customer Satisfaction Index (CSI), Gap Analysis, and Importance-Performance Analysis (IPA). A questionnaire was conducted from August to September 2024. A total of 100 respondents were selected through convenience sampling. The CSI revealed a high satisfaction rate of 84.36%. The Gap Analysis highlighted a negative gap in tangibles, indicating unmet importance, and a moderate exceedance in assurance. IPA identified key areas for improvement, including waiting room design, staff appearance, complaint handling, and customer communication. While Alam Medika Pharmacy provides satisfactory service, addressing these gaps is essential for sustaining growth and success in the competitive pharmacy industry.