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

Sains Medika

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Field Value
 
Title The Productivity Improvement Effort of UMM Medical Center (UMC) Pharmacy from Customers Perspectives
 
Creator Hidayati, Ika Ratna
 
Subject Customers perspectives; productivity improvement; pharmacy
 
Description 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.
 
Publisher Fakultas Kedokteran; Universitas Islam Sultan Agung (UNISSULA)
 
Contributor
 
Date 2017-03-09
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion

 
Format application/pdf
 
Identifier http://jurnal.unissula.ac.id/index.php/sainsmedika/article/view/1177
 
Source Sains Medika; Vol 7, No 2 (2016): July-December 2016; 70-75
2339-093X
2085-1545
 
Language eng
 
Relation http://jurnal.unissula.ac.id/index.php/sainsmedika/article/view/1177/910
 
Rights Copyright (c) 2017 Ika Ratna Hidayati
http://creativecommons.org/licenses/by/4.0
 

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