KOMUNIKASI INTERPERSONAL TENAGA TEKNIK KEFARMASIAN DALAM MELAYANI KONSUMEN

Abstract

In the pharmaceutical industry, the effectiveness of healthcare services heavily relies on the quality of interpersonal communication between pharmacy technicians and consumers. This study was conducted at Sakha Farma Pharmacy in Subang to explore how verbal and non-verbal communications affect service effectiveness. Utilizing a descriptive qualitative approach, data were gathered through structured observations and interviews, highlighting that effective communication not only enhances consumer satisfaction but also strengthens the quality of service. However, it was revealed that inconsistencies in information often diminish this effectiveness. Based on these findings, the research proposes the development of standard training for pharmacy technicians aimed at improving consistency and effectiveness in communication.