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All Journal JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice)
Sampurno Sampurno
Fakultas Farmasi, Universitas Gadjah Mada
Health Professions Medicine & Pharmacology Public Health

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BRAND SWITCHING ANALYSIS IN HAND & BODY LOTION FOR WOMEN CONSUMERS : A CASE STUDY IN STUDENT OF FACULTY PHARMACY UGM Tia Aningtyas; Sampurno Sampurno; Djoko Wahyono
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 2, No 1
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.56

Abstract

The causes of brand switching are dissatisfaction, the desire of variety and the influence of promotion. This type of research was associative study to analize link between customer dissatisfaction, need to find variations and the influence of promotion on brand Hand&Body Lotion, that causing the brand Switching Hand&Body Lotion. Location of research conducted at the Faculty of Pharmacy UGM, with sample Strata 1 (S1) student, Pharmacist and Master (S2) as many as 200 people. Determination techniques in non-probability sample used was purposive sampling or sampling based on the criteria, the student of Faculty of Pharmacy who using Hand & Body Lotion for 6 months. Data retrieval method used was a questionnaire. The analytical method used was multiple regression method. The result obtained was Y = -1,551 + 0,182X1 + 0,189X2 + 0,215X3 where Y was the displacement of the brand, X1 was the dissatisfaction of consumers, X2 was the need to find variation and X3 the influence of variations in the promotion. Equation can be interpreted that consumer dissatisfaction , needs to find the variety of products and promotional products significantly influenced the decision on Brand Switching Hand & Body Lotion (p <0.05). Promotion variables had the most impact on brand switching by consumers decision between the other independent variables under study that was equal to 0.215. The desire for a variation variable had a constanta 0,189 and 0,82 for advertisment variable.Keyword : Brand switching, dissatisfaction, variation, promotion
ANALYSIS OF PATIENT SATISFACTION AT OUTPATIENT PHARMACY USING SERVQUAL METHOD: STUDY AT X HOSPITAL JAKARTA. Daniar Pratiwi; Djoko Wahyono; Sampurno Sampurno
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 3, No 1
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.97

Abstract

Currently, Indonesia’s health development began to emphasize on improving the quality of health care, where service quality should be oriented to customer satisfaction. Departement of Pharmacy at X Hospital Jakarta is one of the medical support required todeliver a quality service that oriented to patient satisfaction. This research was descriptive study using primary data that obtained from the questionnaire that distributed to 400 patients at outpatient pharmacy, which was the patient who secured by insurance (A and B) and cash (F). The category of patients at outpatient pharmacy are patient that secured by corporate, corporate pensioner in Jabodetabek, patient that secured by other insurance and cash patient. The sampling technique used is nonprobability sampling, which was the quota sampling. The level of satisfaction of patients seen by SERVQUAL method and the dimension of service quality was mapped in a Cartesian Diagram.In general, patients were not satisfied with the performance of Outpatient Pharmacy at X Hospital Jakarta. The results showed that the gap between patients’ expected service and perceived service of outpatient pharmacy at X Hospitals was negative. The sequence of the biggest negative gap felt in responsiveness (-0.7100), empathy (-0.6550), reliability (-0.5800), assurance (-0.4975) and tangible (-0.4200). The sequence of the greatest dissatisfaction felt by corporate pensioner in Jabodetabek (30.59%), cash patients (29.08%), patient that secured by other insurance (22.22%) and patient that secured by corporate (18.11%). The sequence of the biggest dissatisfaction perceived by the patient for services in outpatient pharmacy F (37.49%), outpatient pharmacy A (32.47%) and outpatient pharmacy B (30.04%). Based on the mapping of Cartesian Diagram, Outpatient Pharmacy at X Hospital Jakarta should pay more attention to the dimensions of responsiveness, especially regarding speed of service and providing more crew at peak hours.Keywords: Quality of Service, Satisfaction, SERVQUAL, Cartesian Diagram
CUSTOMER SATISFACTION ANALYSIS AND IT’S INFLUENCE TO LOYALTY AND WORD OF MOUTH ACTIVITY OF AN NUUR HERBAL MEDICINE’S CUSTOMER Rahmania Hidayati; Sampurno Sampurno; Djoko Wahyono
JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) Vol 2, No 3
Publisher : Faculty of Pharmacy, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpf.76

Abstract

Increase of public interest in using herbal medicine causes increase in the number of herbal medicine producers and the competition will be harder. Marketing concept states that companies have to satisfy their consumers in order to gain profits. The satisfied consumers will be loyal to certain products or companies, and they will buy the products again in the future. The more important things is that they will carry out word of mouth activity about the products to people around them. The aims of this research were to know the influence of consumers’ satisfaction on their loyalty, the influence of their satisfaction on their word of mouth behavior, and the influence of their loyalty on their word of mouth behavior. The subjects of this research were the consumers of An Nuur’s herbal medicine in Yogyakarta. This research was conducted by survey with questionnaire as an instrument. The samples were taken with non probability sampling design with purposive sampling procedure. The sample consisted of 65 respondents and was taken from November 2011 to May 2012. The criteria of the respondents were they who had used An Nuur’s herbal medicine at least three times, bought it from stores in Yogyakarta, aged at least 17, and agreed to be subjects of this research. Then, the data were analyzed using linear regression analysis to know the relation between variables. The hypothesis was tested using t test. The result of this research showed that consumers’ satisfaction had significant positive influence on their loyalty. The highest consumers perception was the easiness in consuming An Nuur’s herbal medicine, while the lowest consumers perception was the easiness in purchasing An Nuur’s herbal medicine. Consumers’ satisfaction had significant positive influence on their word of mouth behavior. Consumers’ loyalty had significant positive influence on their word of mouth behavior. Consumers’ loyalty had greater influence than their satisfaction on their word of mouth behavior.Keywords: Satisfaction, loyalty, word of mouth, An Nuur.
Co-Authors Daniar Pratiwi Djoko Wahyono Rahmania Hidayati Tia Aningtyas