CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG
Today, pharmacy service has become more developed along with the enhancement of society awareness of the importance of health. Therefore, as one of the health service facilities, pharmacy is required not only to give priority on product prices and varieties but also to provide qualified service for...
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| Format: | Article |
| Language: | English |
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Universitas Sanata Dharma
2017-11-01
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| Series: | Jurnal Farmasi Sains dan Komunitas |
| Subjects: | |
| Online Access: | http://e-journal.usd.ac.id/index.php/JFSK/article/view/569 |
| _version_ | 1818492401338023936 |
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| author | Eva Monica Basu Swastha Dharmmesta Suci Paramitasari Syahlani |
| author_facet | Eva Monica Basu Swastha Dharmmesta Suci Paramitasari Syahlani |
| author_sort | Eva Monica |
| collection | DOAJ |
| description | Today, pharmacy service has become more developed along with the enhancement of society awareness of the importance of health. Therefore, as one of the health service facilities, pharmacy is required not only to give priority on product prices and varieties but also to provide qualified service for the patients. Viva Generik pharmacy as a new comer should have the ability to understand the situation and should have the competitive advantage. This study used a survey method. Data were collected with a purposive sampling method using the instrument of closed questionnaires. The questionnaires were tested for the validity and the reliability to 40 respondents who were the consumers of Viva Generik pharmacy. Questionnaires were given to 150 respondents, then were analyzed using qualitative descriptive statistics to identify the respondents’ characteristic. Quantitative analysis was used to identify the quality of the service and to see the correlation between service quality, satisfaction, and customer loyalty of Viva Generik pharmacy. As a result, Viva Generik pharmacy’s consumers tended to agree that the quality of service given by Viva Generik pharmacy was good. Simultaneously, service quality variables gave a positive impact to the customer satisfaction and the customer loyalty. It was just the tangible dimension that gave the significant impact on the customer satisfaction and customer loyalty. It was also disclosed that the customer satisfaction brought a significant impact on the customer loyalty to Viva Generik pharmacy. |
| first_indexed | 2024-12-10T17:42:33Z |
| format | Article |
| id | doaj.art-a650f400f12248d293dbd757621f8979 |
| institution | Directory Open Access Journal |
| issn | 1693-5683 2527-7146 |
| language | English |
| last_indexed | 2024-12-10T17:42:33Z |
| publishDate | 2017-11-01 |
| publisher | Universitas Sanata Dharma |
| record_format | Article |
| series | Jurnal Farmasi Sains dan Komunitas |
| spelling | doaj.art-a650f400f12248d293dbd757621f89792022-12-22T01:39:19ZengUniversitas Sanata DharmaJurnal Farmasi Sains dan Komunitas1693-56832527-71462017-11-01142869210.24071/jpsc.142569674CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANGEva Monica0Basu Swastha Dharmmesta1Suci Paramitasari Syahlani2Ma Chung UniversityProgram Pascasarjana Fakultas Farmasi, Universitas Gadjah MadaProgram Pascasarjana Fakultas Farmasi, Universitas Gadjah MadaToday, pharmacy service has become more developed along with the enhancement of society awareness of the importance of health. Therefore, as one of the health service facilities, pharmacy is required not only to give priority on product prices and varieties but also to provide qualified service for the patients. Viva Generik pharmacy as a new comer should have the ability to understand the situation and should have the competitive advantage. This study used a survey method. Data were collected with a purposive sampling method using the instrument of closed questionnaires. The questionnaires were tested for the validity and the reliability to 40 respondents who were the consumers of Viva Generik pharmacy. Questionnaires were given to 150 respondents, then were analyzed using qualitative descriptive statistics to identify the respondents’ characteristic. Quantitative analysis was used to identify the quality of the service and to see the correlation between service quality, satisfaction, and customer loyalty of Viva Generik pharmacy. As a result, Viva Generik pharmacy’s consumers tended to agree that the quality of service given by Viva Generik pharmacy was good. Simultaneously, service quality variables gave a positive impact to the customer satisfaction and the customer loyalty. It was just the tangible dimension that gave the significant impact on the customer satisfaction and customer loyalty. It was also disclosed that the customer satisfaction brought a significant impact on the customer loyalty to Viva Generik pharmacy.http://e-journal.usd.ac.id/index.php/JFSK/article/view/569customer satisfactionloyaltyViva Generikservice quality |
| spellingShingle | Eva Monica Basu Swastha Dharmmesta Suci Paramitasari Syahlani CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG Jurnal Farmasi Sains dan Komunitas customer satisfaction loyalty Viva Generik service quality |
| title | CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG |
| title_full | CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG |
| title_fullStr | CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG |
| title_full_unstemmed | CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG |
| title_short | CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG |
| title_sort | correlation analysis between the service quality customer satisfaction and customer loyalty of viva generik pharmacy in semarang |
| topic | customer satisfaction loyalty Viva Generik service quality |
| url | http://e-journal.usd.ac.id/index.php/JFSK/article/view/569 |
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