Kuesioner penelitian
KUESIONER
TINGKAT KEPUASAN KONSUMEN TERHADAP KUALITAS
PELAYANAN KEFARMASIAN DI APOTEK DI KOTA MEDAN
Survey ini adalah survey untuk penulisan skripsi di Fakultas Farmasi Universitas
Sumatera Utara (USU), oleh karena itu saya sebagai peneliti akan sangat
berterima kasih jika Bapak/Ibu/Saudara/Saudari bersedia mengisi dan menjawab
setiap pertanyaan dengan sukarela.
Beri tanda ( ) pada pilihan yang sesuai
I. Karakteristik Responden
1. Umur
remaja : usia 13-17 tahun
dewasa : usia 18-49 tahun
orangtua : 50 tahun ke atas
2. Jenis kelamin
Laki - laki Perempuan
3. Pendidikan :
tidak tamat SD SMA
SD Perguruan Tinggi / Akademi
SMP
4. Tingkat penghasilan Kepala keluarga /bulan
< Rp.1.000.000,00 Rp.1.000.000,00 s/d Rp.5.000.000,00
>Rp.5.000.000,00
5. Pekerjaan
Mahasiswa/mahasiswi Pegawai swasta
Wiraswasta Ibu rumah tangga
Pegawai negeri sipil Lain-lain
6. Sudah berapa kali anda datang ke apotek ini :
Baru pertama kali 2 5 kali Lebih dari 5 kali
7. Resep atau obat yang anda tebus/beli untuk :
Diri sendiri Anak/keluarga Orang lain
Pilih jawaban yang anda rasa tepat dengan tanda () pada kolom yang sesuai
II. Kepuasan Konsumen
Keterangan : TB = Tidak Baik TP = Tidak Penting
KB = Kurang Baik KP = Kurang Penting
CB = Cukup Baik CP = Cukup Penting
B = Baik P = Penting
SB = Sangat Baik SP = Sangat Penting
1. RELIABILITY
/VARIABLES=A1 A2 A3 A4 A5 A6
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/STATISTICS=DESCRIPTIVE SCALE
/SUMMARY=TOTAL CORR.
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 20 100.0
a
Excluded 0 .0
Total 20 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's Alpha
Cronbach's Based on
Alpha Standardized Items N of Items
.839 .842 6
Item Statistics
Mean Std. Deviation N
Kehandalan1 3.80 .834 20
Kehandalan2 3.95 .826 20
Kehandalan3 3.15 .671 20
Kehandalan4 4.05 1.099 20
Kehandalan5 3.80 .951 20
Kehandalan6 4.00 .725 20
Item-Total Statistics
Corrected Squared Cronbach's
Scale Mean if Scale Variance Item-Total Multiple Alpha if Item
Item Deleted if Item Deleted Correlation Correlation Deleted
Kehandalan1 18.95 10.366 .702 .844 .795
Kehandalan2 18.80 10.168 .756 .874 .785
Kehandalan3 19.60 11.832 .552 .563 .826
Kehandalan4 18.70 9.589 .592 .623 .825
Kehandalan5 18.95 9.524 .749 .694 .783
Kehandalan6 18.75 12.303 .393 .326 .850
Scale Statistics
Mean Variance Std. Deviation N of Items
22.75 14.829 3.851 6
2. RELIABILITY
/VARIABLES=B1 B2 B3 B4
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/STATISTICS=DESCRIPTIVE SCALE
/SUMMARY=TOTAL CORR.
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 20 100.0
Excludeda 0 .0
Total 20 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's Alpha
Cronbach's Based on
Alpha Standardized Items N of Items
.856 .856 4
Item Statistics
Mean Std. Deviation N
Ketanggapan1 4.15 .933 20
Ketanggapan2 4.05 1.099 20
Ketanggapan3 3.80 .951 20
Ketanggapan4 3.80 .834 20
Item-Total Statistics
Corrected Squared Cronbach's
Scale Mean if Scale Variance Item-Total Multiple Alpha if Item
Item Deleted if Item Deleted Correlation Correlation Deleted
Ketanggapan1 11.65 6.029 .736 .566 .801
Ketanggapan2 11.75 5.145 .786 .651 .780
Ketanggapan3 12.00 6.105 .694 .527 .819
Ketanggapan4 12.00 6.947 .599 .377 .856
Scale Statistics
Mean Variance Std. Deviation N of Items
15.80 10.274 3.205 4
3. RELIABILITY
/VARIABLES=C1 C2 C3
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/STATISTICS=DESCRIPTIVE SCALE
/SUMMARY=TOTAL CORR.
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 20 100.0
Excludeda 0 .0
Total 20 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's Alpha
Cronbach's Based on
Alpha Standardized Items N of Items
.845 .852 3
Item Statistics
Mean Std. Deviation N
Keyakinan1 3.95 .826 20
Keyakinan2 3.80 .834 20
Keyakinan3 4.15 .933 20
Item-Total Statistics
Corrected Squared Cronbach's
Scale Mean if Scale Variance Item-Total Multiple Alpha if Item
Item Deleted if Item Deleted Correlation Correlation Deleted
Keyakinan1 7.95 2.471 .769 .817 .733
Keyakinan2 8.10 2.305 .848 .841 .653
Keyakinan3 7.75 2.618 .549 .346 .949
Scale Statistics
Mean Variance Std. Deviation N of Items
11.90 5.147 2.269 3
4. RELIABILITY
/VARIABLES=D1 D2 D3
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/STATISTICS=DESCRIPTIVE SCALE
/SUMMARY=TOTAL CORR.
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 20 100.0
Excludeda 0 .0
Total 20 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's Alpha
Cronbach's Based on
Alpha Standardized Items N of Items
.829 .840 3
Item Statistics
Mean Std. Deviation N
Empati1 4.00 .973 20
Empati2 4.10 .968 20
Empati3 3.35 1.137 20
Item-Total Statistics
Corrected Squared Cronbach's
Scale Mean if Scale Variance Item-Total Multiple Alpha if Item
Item Deleted if Item Deleted Correlation Correlation Deleted
Empati1 7.45 3.418 .760 .799 .696
Empati2 7.35 3.292 .818 .816 .639
Empati3 8.10 3.568 .522 .292 .944
Scale Statistics
Mean Variance Std. Deviation N of Items
11.45 7.103 2.665 3
5. RELIABILITY
/VARIABLES=E1 E2 E3 E4
/SCALE('ALL VARIABLES') ALL
/MODEL=ALPHA
/STATISTICS=DESCRIPTIVE SCALE
/SUMMARY=TOTAL CORR.
Reliability
Scale: ALL VARIABLES
Case Processing Summary
N %
Cases Valid 20 100.0
Excludeda 0 .0
Total 20 100.0
a. Listwise deletion based on all
variables in the procedure.
Reliability Statistics
Cronbach's Alpha
Cronbach's Based on
Alpha Standardized Items N of Items
.819 .843 4
Item Statistics
Mean Std. Deviation N
Fasilitas Berwujud1 4.00 .562 20
Fasilitas Berwujud2 3.75 .550 20
Fasilitas Berwujud3 3.90 .308 20
Fasilitas Berwujud4 3.90 .447 20
Item-Total Statistics
Scale Mean Scale Corrected Squared Cronbach's
if Item Variance if Item-Total Multiple Alpha if Item
Deleted Item Deleted Correlation Correlation Deleted
Fasilitas Berwujud1 11.55 1.208 .682 .483 .758
Fasilitas Berwujud2 11.80 1.326 .582 .341 .810
Fasilitas Berwujud3 11.65 1.713 .692 .528 .783
Fasilitas Berwujud4 11.65 1.397 .727 .571 .734
Scale Statistics
Mean Variance Std. Deviation N of Items
15.55 2.366 1.538 4
a. Persentase Kehandalan
i. Kenyataan
1
1. Tidak baik = x 100% = 0,2%
500
16
2. Kurang baik = x 100% = 3,4%
500
98
3. Cukup baik = x 100% = 19,6%
500
280
4. Baik = x 100% = 56%
500
105
5. Sangat baik = x 100% = 20,8%
500
ii. Harapan
1. Tidak baik = -
2. Kurang baik = -
28
3. Cukup baik = x 100% = 5,6%
500
229
4. Baik = x 100% = 45,8%
500
243
5. Sangat baik = x 100% = 48,6%
500
b. Persentase Responsibilitas
i. Kenyataan
1. Tidak baik = -
4
2. Kurang baik = x 100% = 1%
400
66
3. Cukup baik = x 100% = 16,5%
400
264
4. Baik = x 100% = 66%
400
66
5. Sangat baik = x 100% = 16,5%
400
ii. Harapan
1. Tidak baik = -
2. Kurang baik = -
20
3. Cukup baik = x 100% = 5%
400
240
4. Baik = x 100% = 59,75%
400
140
5. Sangat baik = x 100% = 35,25%
400
c. Persentase Keyakinan
i. Kenyataan
1
1. Tidak baik = x 100% = 0,33%
300
2. Kurang baik = -
16
3. Cukup baik = x 100% = 5,33%
300
215
4. Baik = x 100% = 71,67%
300
68
5. Sangat baik = x 100% = 22,67%
300
ii. Harapan
1. Tidak baik = -
2. Kurang baik = -
3
3. Cukup baik = x 100% = 1%
300
119
4. Baik = x 100% = 39,67%
300
178
5. Sangat baik = x 100% = 59,33%
300
d. Persentase Empati
i. Keyakinan
1. Tidak baik = -
2
2. Kurang baik = x 100% = 0,67%
300
41
3. Cukup baik = x 100% = 13,67%
300
216
4. Baik = x 100% = 72%
300
41
5. Sangat baik = x 100% = 13,67%
300
ii. Harapan
1. Tidak baik = -
2. Kurang baik = -
19
3. Cukup baik = x 100% = 6,33%
300
203
4. Baik = x 100% = 67,67%
300
78
5. Sangat baik = x 100% = 26%
300
e. Persentase Fasilitas Berwujud
i. Kenyataan
2
1. Tidak baik = x 100% = 0,5%
400
2
2. Kurang baik = x 100% = 0,5%
400
78
3. Cukup baik = x 100% = 19,5%
400
245
4. Baik = x 100% = 61,25%
400
73
5. Sangat baik = x 100% = 18,25%
400
ii. Harapan
1
1. Tidak baik = x 100% = 0,25%
400
3
2. Kurang baik = x 100% = 0,75%
400
48
3. Cukup baik = x 100% = 12%
400
244
4. Baik = x 100% = 61%
400
104
5. Sangat baik = x 100% = 26%
400
kenyataan
Tingkat kepuasan (%) = x 100%
harapan
a. Kehandalan
395
1. Kecepatan pelayanan = x 100% = 88,37%
447
373
2. Kelengkapan obat = x 100% = 80,56%
463
383
3. Kewajaran harga obat = x 100% = 90,97%
421
414
4. Keramahan petugas = x 100% = 93,45%
443
404
5. Kesiapan membantu = x 100% = 91,61%
441
1969
Total = x 100% = 88,89%
2215
Jadi, tingkat kepuasan kehandalan adalah 88,89%.
b. Responsibilitas
397
1. Cepat tanggap = x 100% = 92,76%
428
385
2. Pemberian solusi = x 100% = 90,80%
424
399
3. Komunikasi efektif = x 100% = 94,33%
423
411
4. Informasi obat = x 100% = 92,15%
446
1592
Total = x 100% = 92,50%
1721
Jadi, tingkat kepuasan responsibilitas adalah 92,50%.
c. Keyakinan
404
1. Pengetahuan dan keterampilan = x 100% = 90,18%
448
417
2. Kualitas obat = x 100% = 91,05%
458
428
3. Kesesuaian produk obat = x 100% = 91,26%
469
1249
Total = x 100% = 90,84%
1375
Jadi, tingkat kepuasan keyakinan adalah 90,84%.
d. Empati
384
1. Perhatian petugas = x 100% = 92,98%
413
414
2. Pelayanan tanpa memandang status sosial = x 100% = 96,50%
429
398
3. Kenyamanan menunggu = x 100% = 95,44%
4417
1196
Total = x 100% = 95,00%
1259
Jadi, tingkat kepuasan empati adalah 95,00%.
e. Fasilitas Berwujud
415
1. Kebersihan dan kerapian apotek = x 100% = 96,06%
432
390
2. Exterior dan interior ruangan = x 100% = 97,50%
400
381
3. Kelengkapan, kesiapan dan kebersihan alat = x 100% = 92,25%
413
399
4. Kebersihan dan kerapian petugas = x 100% = 99,25%
402
1585
Total = x 100% = 96,24%
1647
A. KEHANDALAN
X =
Xi =
395
= 3,95 Y =
Yi =
447
= 4,47
n 100 n 100
X =
Xi =
373
= 3,73 Y =
Yi =
463
= 4,63
n 100 n 100
X =
Xi =
383
= 3,83 Y =
Yi =
421
= 4,21
n 100 n 100
X = Xi =
414
= 4.14 Y = Yi =
443
= 4,43
n 100 n 100
X =
Xi =
404
= 4,04 Y =
Yi =
441
= 4,41
n 100 n 100
B. KETANGGAPAN
X =
Xi =
397
= 3,97 Y =
Yi =
428
= 4,28
n 100 n 100
X =
Xi =
385
= 3,85 Y =
Yi =
424
= 4,24
n 100 n 100
X =
Xi =
399
= 3,99 Y =
Yi =
423
= 4,23
n 100 n 100
X =
Xi =
411
= 4,11 Y =
Yi =
446
= 4,46
n 100 n 100
C. KEYAKINAN
Tabel 10. Tingkat Penilaian dan Harapan Responden Terhadap Pengetahuan dan
Keterampilan Petugas
X =
Xi =
404
= 4,04 Y =
Yi =
448
= 4,48
n 100 n 100
Tabel 11. Tingkat Penilaian dan Harapan Responden Terhadap Kualitas Obat
X =
Xi =
417
= 4,17 Y =
Yi =
458
= 4,58
n 100 n 100
X =
Xi =
428
= 4,28 Y =
Yi =
469
= 4,69
n 100 n 100
D. EMPATI
Tabel 13. Tingkat Penilaian dan Harapan Responden Terhadap Perhatian Petugas
X =
Xi =
384
= 3,84 Y =
Yi =
413
= 4,13
n 100 n 100
Tabel 14. Tingkat Penilaian dan Harapan Responden Terhadap Pelayanan Tanpa
Memandang Status Sosial
X =
Xi =
414
= 4,14 Y =
Yi =
429
= 4,29
n 100 n 100
X =
Xi =
398
= 3,98 Y =
Yi =
417
= 4,17
n 100 n 100
E. FASILITAS BERWUJUD
Tabel 16. Tingkat Penilaian dan Harapan Responden Terhadap Kebersihan dan
Kerapian Apotek
X =
Xi =
415
= 4,15 Y =
Yi =
432
= 4,32
n 100 n 100
Tabel 17. Tingkat Penilaian dan Harapan Responden Terhadap Exterior dan
Interior Ruangan
X =
Xi =
390
= 3,90 Y =
Yi =
400
= 4,00
n 100 n 100
X =
Xi =
381
= 3,81 Y =
Yi =
413
= 4,13
n 100 n 100
Tabel 19. Tingkat Penilaian dan Harapan Responden Terhadap Kebersihan dan
Kerapian Petugas
X =
Xi =
399
= 3,99 Y =
Yi =
402
= 4,02
n 100 n 100