HUMAN POTENTIAL DEVELOPMENT IN THE PHARMACY BUSINESS WITHIN KALASIN MUNICIPALITY, KALASIN PROVINCE

Abstract

This study aimed to: 1) examine the level of customer satisfaction with the services provided by pharmacy personnel, 2) investigate customers' perceptions toward pharmacy personnel service quality, and 3) propose guidelines for developing the potential of personnel in the pharmacy business within Kalasin Municipality on customer-centric human resource development. The sample group consisted of 400 customers using pharmacy services. Data were collected through questionnaires and analyzed using frequency, percentage, mean, standard deviation, t-test, and One-Way ANOVA. The findings revealed that the respondents reported a high overall level of satisfaction. However, some areas required improvement, particularly in communication skills and online service channels. Customers with different genders, ages, occupations, and incomes demonstrated significantly different levels of satisfaction. Based on the findings, two approaches for developing personnel potential were proposed: 1) a professionalism-oriented approach, and 2) a digital skills enhancement approach to improve service quality and strengthen competitiveness.

Keywords: Human Potential Development, Pharmacy Business, Customer Satisfaction