Fitriyah, - (2015) Analisis Strategi Pemasaran Pelayanan Jasa Klinik Hewan Terhadap Kepuasan Konsumen Pada Klinik Hewan Di Surabaya. Thesis thesis, UNIVERSITAS AIRLANGGA.

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Abstract

The aim of this study was to know how to analysis of Marketing Strategy Analysis of Veterinary clinic Services in Veterinary Clinic Customer Satisfaction in Surabaya. The design of this study was observational and research design was Cross Sectional Analysis. Sampling selected use Non Probability Sampling. The sampling technique used quota sampling. The criteria of sample is the owner of the animal or the clients who visit the clinics (A, B and C). Total sample selected was 70 person in each clinic. The instruments in this study was questionnaire with Iikert scale and primary data collected from respondents using the instruments of research and interviews. The analyze of research data used Multidimentional Scalling (MDS). The result of this research showed the availabity of security, hygiene, patient's recovery, and suggestion box are in the quadrants meaning there is no problem because the client need is fullfilled. The hospitality of Veterinarian and paramedics also the communication between Veterinarian and client are on second quadrant which mean it still need some improvement in this sector. The availability of opname room,examination section,profesionality of the Vets, quality insurence of medicine and the capability of the Vets to deal with criticsm are on the third quadrant which mean these services are ignored by the clinics despite the clients needs,it affect in customer satisfication. The availability of waiting room and parking area are on fourth quadrant which mean it has been esthablised by the clinics. but the clients are not really pay attention so it is not affecting cistomer satisfication. The conclusion is the availabilty of examination room,opname room,Vets and paramedics,profesionalty,quality insurance of the medicine and hospitality of the Vets are not satisfication enough for the clients. based on the conclusion,therefore veterinary clinics A, B, C are suggested to esthablised facilty and continous improvement of services in veterinary clinics

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