Penulis
i
DAFTAR ISI
Halaman
KATA PENGANTAR...................................................................................... i
DAFTAR ISI.................................................................................................. iii
DAFTAR GRAFIK........................................................................................ iv
DAFTAR TABEL.......................................................................................... v
DAFTAR GAMBAR..................................................................................... vi
BAB I PENDAHULUAN........................................................................... 1
1.1 Latar Belakang............................................................................. 1
1.2 Tujuan Praktek Kerja Profesi Apoteker....................................... 2
1.3 Pelaksanaan Praktek Kerja Profesi Apoteker............................... 2
BAB II TINJAUAN APOTEK KIMIA FARMA 12 Bandung…………. 3
2.1 Apotek Kimia Farma 12 Bandung ................................................ 3
2.2 Lokasi dan Letak Kimia Farma 12 Bandung................................. 3
2.3 Struktur Organisasi Kimia Farma 12 Bandung ............................ 3
2.4 Pengelolaan Perbekalan Farnmasi di Apotek Kimia Farma 12..... 4
2.5 Pelayanan Farmasi Klinik di Apotek Kimia Farma 12................. 11
BAB III TUGAS KHUSUS........................................................................... 15
3.1 Pendahuluan.................................................................................. 15
3.2 Tujuan............................................................................................ 15
3.3 Tinjauan Pustaka........................................................................... 16
3.4 Metode Penelitian.......................................................................... 21
3.5 Hasil dan Pembahasan................................................................... 21
BAB IV KESIMPULAN................................................................................ 38
4.1 Kesimpulan ................................................................................... 38
DAFTAR PUSTAKA..................................................................................... 39
LAMPIRAN .................................................................................................. 40
ii
DAFTAR GRAFIK
Grafik Halaman
1. Responden Berdasarkan Jenis Kelamin....................................................... 21
2. Responden Berdasarkan Usia....................................................................... 22
3. Responden Berdasarkan Pendidikan............................................................ 22
4. Responden Berdasarkan Pekerjaan.............................................................. 23
5. Responden Berdasarkan Penghasilan........................................................... 23
6. Responden Berdasarkan Jumlah Kunjungan Dalam 1 Tahun...................... 24
7. Responden Berdasarkan Alasan datang ke Apotek Kimia Farma............... 24
8. Responden Berdasarkan Apotek Kimia Farma menjadi pilihan pertama
Untuk Didatangi........................................................................................... 25
9. Responden Berdasarkan Pilihan mengunjungi apotek lain.......................... 25
10. Responden Berdasarkan Mengetahui produk Kimia Farma........................ 26
11. Responden Berdasarkan Fasilitas yang perlu ditingkatkan.......................... 26
12. Responden Berdasarkan Tenaga Kesehatan yang ingin ditemui................. 27
13. Responden Berdasarkan Layanan baru yang perlu ditambahkan................ 27
14. Responden Berdasarkan Sarana yang perlu ditambahkan........................... 28
15. Responden Berdasarkan Saran untuk merekomendasikan ke teman........... 28
iii
DAFTAR TABEL
Tabel Halaman
1. Hasil Uji Reliabilitas Realita Pelanggan...................................................... 29
2. Hasil Uji Reliabilitas Realita Pelanggan...................................................... 29
3. Hasil Uji Reliabilitas Harapan Pelanggan.................................................... 30
4. Nilai Rata - Rata Atribut SERVQUAL Apotek Kimia Farma
Merdeka Bandung........................................................................................ 32
5. Nilai Rata - Rata kesenjangan dan tingkat kesesuaian dimensi
Servqual....................................................................................................... 33
6. Distribusi Tiap Atribut Dimensi Responsiveness........................................ 35
7. Distribusi Tiap Atribut Dimensi Assurance................................................. 36
8. Distribusi Tiap Atribut Dimensi Tangible................................................... 36
9. Distribusi Tiap Atribut Dimensi Empathy................................................... 37
10. Distribusi Tiap Atribut Dimensi Reliability................................................. 37
iv
DAFTAR GAMBAR
Gambar Halaman
1. Struktur organisasi Kimia Farma 12 Bandung............................................. 40
2. Form copy resep kimia farma 12 Bandung.................................................. 41
3. Contoh kartu stok kimia farma 12 Bandung................................................ 42
4. Contoh Kwitansi Kimia Farma 12 Bandung................................................ 43
5. Contoh Etiket, Kemasan Dan Label Apotek Kimia Farma 12 Bandung..... 44