Peningkatan Pengetahuan dan Pelatihan Selling Skill: “Consumers Evaluation of Services” Karyawan di PT Kimia Farma Apotek Unit Bisnis Surabaya

Authors

  • Dian Parwati Akademi Farmasi Yannas Husada, Bangkalan, Indonesia

Keywords:

Pharmacy, Customer Satisfaction, Pharmaceutical Care, Perspective Patient, Selling Skill

Abstract

A pharmacy is a pharmaceutical service facility where pharmacists practice pharmacy. Pharmacy practice is assisted by Pharmacy Technical Staff, consisting of Pharmacy Bachelors, Pharmacy Associate Experts, and Pharmacy Analysts. The orientation of pharmaceutical services is starting to shift from orientation to product service or product oriented to services that aim to improve patient’s quality of life or patient-oriented. One of the roles of pharmaceutical services is reviewing prescriptions, dispensing, counseling, Drug Information Services (PIO), and others to obtain the best recommendations for patients. However, a pharmacy is not only a place for pharmaceutical services but is also grouped as a line of business according to the Indonesian Business Field Standard Classification (KBLI) with code 47721, namely the retail trade of pharmaceutical goods and drugs for humans in pharmacies. One of the goals of selling these goods is to get a profit. Even though seeking profit/profit is not the professional duty of a pharmacist, it is an indicator that the pharmacy is still growing. One of the efforts made is Increasing Knowledge and Selling Skill Training for Associate Pharmacists and Pharmacy Technical Personnel at PT Kimia Farma Pharmacy Surabaya Business Unit. The existence of this activity is expected to be able to educate and have an impact on increasing profits in accordance with pharmaceutical service standards and scientific principles. The results obtained in the implementation are: (1) Increased interest and awareness of participants to play a role in carrying out pharmaceutical services according to standards (2) Increased knowledge of participants about selling skills seen from the patient's perspective (3) Participants know how to increase positive perspectives after patients come to the pharmacy.

Downloads

Download data is not yet available.

References

Aprilia, W. I., Humaidi. F., & Alrosyidi, F. A. (2020). Tingkat Kepuasan Pelanggan Terhadap Sistem Pelayanan Farmasi di Apotek Kimia Farma 274 Pamekasan. Jurnal Farmagazine 1 (7); 66-70

Bloemer, J., Ruyter,K. (1998).”On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing 32 (5); 499-513. https://doi.org/10.1108/03090569810216118

Cipolle R.J., Strand L.M. and Morley P.C., 2012, Pharmaceutical Care Practice: The Patient-Centered Approach to Medication Management, 3rd ed., McGraw-Hill Education, New York

Dinas Kesehatan Provinsi Jawa Timur. (2021). Profil Kesehatan Provinsi Jawa Timur 2022. Surabaya. Dinkes Jatim.

Dinas Kesehatan Provinsi Jawa Timur. (2022). Profil Kesehatan Provinsi Jawa Timur 2021. Surabaya. Dinkes Jatim.

Djohar, S. Baga, M. L., & Yulia, R.Z. Kepuasan Konsumen Terhadap Pelayanan Apotek dan Tingkat Pengetahuan Konsumen Mengenai Standar Pelayanan Kefarmasian yang Berlaku (Studi Kasus di Kota Depok). Jurnal Aplikasi Bisnis dan Manajemen 2(3); 312-322.

Kotler, P., & Keller. L. K. (2016). Marketing Management. Connecting with Customers, 15th ed., Pearson Education, England

Permenkes. (2021). Peraturan Menteri Kesehatan Republik Indonesia Nomor 14 Tahun 2021 Tentang Standar Kegiatan Usaha dan Produk Pada Penyelenggaraan Perizinan Berusaha Berbasis Risiko Sektor Kesehatan.Jakarta: Kementrian Kesehatan Republik Indonesia

Permenkes. (2016). Peraturan Menteri Kesehatan Republik Indonesia Nomor 73 Tahun 2016 Tentang Standar Pelayanan Kefarmasian di Apotek.Jakarta: Kementrian Kesehatan Republik Indonesia

Samad A. (2014). Examining the impact of perceived service quality dimensions on repurchase intentions and word of mouth: a case from software industry of Pakistan. IOSR Journal of Business and Management 16(1): 37–41

Setiawan, D. C., Wibowo, A., & Athiyah U. (2022). Mapping of Pharmaceutical Service Facilities (Pharmacy) Based on Geographic Information in Surabaya. Pharmacy Education 22 (2); 60-65.

Tumanduk, Y. R. A., Tumbuan. A. F., & Poluan G. (2023). Pengaruh Strategi Penjualan dan Kualitas Layanan Terhadap Kepuasan Pelanggan di Apotik Kimia Farma Sam Ratulangi Manado. Jurnal EMBA 11 (2); 240-254.

Downloads

Published

2023-06-30

How to Cite

Parwati, D. (2023). Peningkatan Pengetahuan dan Pelatihan Selling Skill: “Consumers Evaluation of Services” Karyawan di PT Kimia Farma Apotek Unit Bisnis Surabaya. Jurnal Mitra Pengabdian Farmasi, 2(3), 67–71. Retrieved from https://ejurnal.akfar-mandiri.ac.id/index.php/abdimas/article/view/42

Issue

Vol. 2 No. 3 (2023): Juni 2023

Section

Articles

License

Copyright (c) 2023 Dian Parwati

Creative Commons License

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

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).