Kecepatan Pelayanan Keramahan Petugas Pengetahuan dan Kecakapan Komunikasi Efektif

6.1.2 Perhitungan KEANDALAN

1. Kecepatan Pelayanan

Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - 17 53 10 80 X - - 11 62 7 80 Yi - - 51 212 50 313 Xi - - 33 248 35 316 Y = Yi X = Xi N n = 313 = 3,91 = 316 = 3.95 80 80

2. Keramahan Petugas

Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - 3 64 13 80 X - - - 68 12 80 Yi - - 9 256 65 320 Xi - - - 272 60 332 Y = Yi X = Xi N n = 320 = 4.13 = 332 = 4.15 80 80 3. Kelengkapan Obat Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 64 16 80 X - - 21 54 5 80 Yi - - - 256 80 336 Xi - - 63 216 25 304 Y = Yi X = Xi N n 336 304 = 80 = 4.2 = 80 = 3.8 Dewi Iriyani Sinaga : Laporan Praktek Kerja Profesi Farmasi Komunitas di Apotek Kimia Farma 90 Kisaran, 2009 USU Repository © 2008 4. Kesiapan Membantu Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - 3 64 13 80 X - - - 71 9 80 Yi - - 9 256 65 330 Xi - - - 284 45 329 Yi Xi Y = n X = n 330 329 = 80 = 4,13 = 80 = 4,11 KETANGGAPAN 5. Cepat Tanggap Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 75 5 80 X - - 8 68 4 80 Yi - - - 300 25 325 Xi - - 24 272 20 316 Yi Xi Y = n X = n 325 316 = 80 = 4,06 = 80 = 3.95 6. Pemberian Solusi Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 74 6 80 X - - 27 51 2 80 Yi - - - 296 30 326 Xi - - 81 204 10 295 Y = Yi X = Xi n n = 326 = = 295 = 80 4.07 80 3.69 Dewi Iriyani Sinaga : Laporan Praktek Kerja Profesi Farmasi Komunitas di Apotek Kimia Farma 90 Kisaran, 2009 USU Repository © 2008 KEYAKINAN

7. Pengetahuan dan Kecakapan

Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 68 12 80 X - - 4 72 4 80 Yi - - - 272 60 352 Xi - - 12 288 20 320 Y = Yi X = Xi n n 352 320 = 80 = 4.40 = 80 = 4.00

8. Komunikasi Efektif

Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 74 6 80 X - - - 72 8 80 Yi - - - 296 30 326 Xi - - - 288 40 328 Y = Yi X = Xi n n = 326 = = 328 = 80 4.07 80 4.10 9. Informasi Obat Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 60 20 80 X - - 7 69 4 80 Yi - - - 240 100 340 Xi - - 21 276 20 317 Y = Yi X = Xi n N = 340 = = 317 = 80 4.25 80 3.96 Dewi Iriyani Sinaga : Laporan Praktek Kerja Profesi Farmasi Komunitas di Apotek Kimia Farma 90 Kisaran, 2009 USU Repository © 2008 10. Konsultasi Obat Harapan Responden Kenyataan Responden 1 2 3 4 5 1 2 3 4 5 Y - - - 66 14 80 X - - 21 55 4 80 Yi - - - 264 70 334 Xi - - 63 220 20 303 Y = Yi X = Xi n N = 334 = = 303 = 80 4,18 80 3.79

11. Kualitas Produk