The Productivity Improvement Effort of UMM Medical Center (UMC) Pharmacy from Customers Perspectives

Ika Ratna Hidayati*  -  Ika Ratna Hidayati1* Program Studi Farmasi, Fakultas Ilmu Kesehatan, Universitas Muhammadiyah Malang, Jl. Bendungan Sutami 188-A Malang, *corresponding author email: i.ratna80@gmail.com, Indonesia

(*) Corresponding Author

Introduction: The success measurement of management application in an organization or company can be seen from the company or organization’s productivity. Customer perspective used to measure productivity is by looking patients’ satisfaction by measuring importance and performance matrices and customers growth. Objectives: To identify the performance achievement in UMM Medical Center (UMC) pharmacy, by measuring the customers perspectives.

Methods: This research is using the research design of non experimental case study, descriptive analysis of the data obtained. Data were gathered retrospectively and prospectively. Retrospective data to figure the customers growth, as for prospective data to find out the customer satisfaction by importance and performance matrix.

Results: Results indicated that: a) customers are not satisfied by the service in the pharmacy indicated by total servqual values of -0,227, b) dimensions of tangibles, reliability, responsiveness, and assurance currently are meeting the expectations of the customers and make customers feel satisfied towards the quality of service, c) there is no increase of Customer growth (0%) during year 2014 and 2015.

Conclusion: The productivity improvement efforts of Pharmacy in UMC from customers perspective are not achieved optimally, the productivity improvement is needed.

Keywords: Customers perspectives; productivity improvement; pharmacy

  1. Arikunto, S, 2002, Prosedur Penelitian, Jakarta : PT Asdi Maha Satya.(Indonesia).
  2. Ballard, Andrew. 2011. Stimulate Business with Pull and Push Marketing Mix. The Herald Business Journal, November.
  3. Budi, T., 2006, SPSS 13.0 Terapan : Riset Statistik Parametrik. Andi, Yogyakarta. (Indonesia).
  4. Depkes RI., 2014. Peraturan Menteri Kesehatan Republik Indonesia Nomor 35 Tahun 2014 tentang Standar Pelayanan Kefarmasian di Apotek, Depkes RI, Jakarta. (Indonesia).
  5. Erwinayanti., G.A.P.S., Purnomo., A., Satibi., 2013. Pengukuran Kinerjaa Instalasi Farmasi Rumah Sakit Umum Daerah Panembaahan Senopati Bantul dengan Balanced Scorecard, JMPF : vol 3 no. 2, ISSN : 2088 – 8139, Juni 2013. (Indonesia).
  6. Ghosh, S. dan Mukherjee, S., 2006, Measurement of Corporate Performance Through Balanced Scorecard: An Overview, Vidyasagar University Journal of Commerce, 11: 60-70.
  7. Hartanto,R., 2003. Modul Metodologi Penelitian, Semarang:UPT-PUSTAKA-UNDIP. (Indonesia).
  8. Kaplan, R. S. dan Norton, D. P., 1996, Translating Strategy into Action:The Balanced Scorecard, Harvard Business School Press, Boston.
  9. Nanda., R., Ambar., H., Dwi., N., 2014. Usulan Peningkatan Kepuasan Layanan dengan metode Importence Performence Matrix (IPM) (Studi Kasus Poliklinik Kebidanan dan Kandungan RSUP Hasan Sadikin Bandung) ISSN:2003-5081, Vol. 02, N0. 04, Oktober 2014. (Indonesia).
  10. Parasuraman, A., Zeithaml, V., dan Berry, L., 1988, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64: 12–40.
  11. Suena., N.M.D.S., Fudholi, A., Satibi, 2012, Analisis Kinerja PT. Arjuna Yoga Sakti Berdasarkan Metode Balanced Scorecard, JMPF: vol 2 no.1, ISSN : 2088 – 8139, Maret 2012.
  12. Sugiyono., 2012. Metode Penelitian Kuantitatif, dan R&D. Bandung: Alfabetis Bandung. (Indonesia).
  13. Tjiptono, F dan Chandra, G, 2011, Service, Quality & Satisfaction Edisi 3, Penerbit ANDI Yogyakarta. (Indonesia).
  14. Trisnawati., K., Sumarni., Fudholi., A., 2015, Analisis Kepuasan Pasien Rawat Jalan PNS Pada Masa Pelaksanaan Askes dan JKN., ISSN : 2088-8139, Vol.5 No.1, Maret 2015. (Indonesia).
  15. Siboro, S dan Happy., 2013. Analisis Kepuasan Konsumen dengan menggunakan Importence Performance Analysis (Studi kasus pada pelayanan dealer bengkel anugrah motor di terusan Bojong Soang, Bandung, bandung :Telkom University. (Indonesia).

Open Access Copyright (c) 2016 Sains Medika : Jurnal Kedokteran dan Kesehatan
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Sains Medika: Jurnal Kedokteran dan Kesehatan
is published by Fakultas Kedokteran Universitas Islam Sultan Agung Semarang, Indonesia.
Jl. Raya Kaligawe Km.4, PO BOX 1054/SM Semarang 50112
Website: https://fkunissula.ac.id/
Email: sainsmedika@unissula.ac.idsainsmedika@unissula.ac.id

ISSN: 2339-093X (Online) | 2085-1545 (Print)
DOI : 10.30659/sainsmed

This work is licensed under a Creative Commons Attribution 4.0 International License

Get a feed by atom here, RRS2 here and OAI Links here

apps