This research will be conducted to see the relationship between Internal
Business Processes to the customer satisfaction about services in Franchise
Pharmacy in Purwokerto. This research following the design from observational
study with conduct comparison between explanation and outcome that will be
measured at the same time by using a cross sectional study design that has relation
between Internal Business Processes to the patient satisfaction in pharmacy.
Taking sample proportionally for Internal Business Processes and taking data
about patient satisfaction are taken by accidentally sampling to analyze what will
be used in Internal Business Processes in the form of analysis descriptive and for
the patient satisfaction using Importance Performance Analysis. For the statistical
test that used to relate Internal Business Processes with patient satisfaction using
analysis Chi-Square. The result from that analysis indicates there is no significant
relationship between Internal Business with patient satisfaction caused by p-value
>0.05, so H1 accepted indicates that there is no relation of Internal Business
Processes to the patient satisfaction at a franchise pharmacy.