Abstract

This research aimed to analyze the effect of variable quality services to customer satisfaction in Kimia Farma Pharmacy

Jember. The population in this research are customers of Kimia Farma Pharmacy Jember. Sampling method used is purposive sampling with the number of respondents 108 people. Variables used are 5 variables. This research located in Kimia Farma Pharmacy Jember. Primary data used in this research is the answer of the questionnaire, while secondary data in this study is a general overview of Kimia Farma, literature from many sources, and also from previous research. The analysis tool used Analysis Structural Equestion Modelling (SEM). The results showed that: 1) Physical evidence significantly effect on customer satisfaction in Kimia Farma Pharmacy Jember; 2) Reliability significantly effect on customer satisfaction in Kimia Farma Pharmacy Jember, and; 3) Responsiveness significantly effect on customer satisfaction in Kimia Farma Pharmacy Jember; 4) Assurance a significantly effect on customer satisfaction in Kimia Farma Pharmaciy Jember; 5) Empathy

significantly effect on customer satisfaction in Kimia Farma Pharmacy Jember.

Keywords: quality service, costumer satisfaction, SEM, kimia farma pharmacy