Correlation Analysis Between the Service Quality, Customer Satisfaction, and Customer Loyalty of Viva Generik Pharmacy in Semarang

Monica, Eva; Dharmmesta, Basu Swastha; Syahlani, Suci Paramitasari

doi:10.24071/jpsc.142569

Cited by 3 publications

(3 citation statements)

References 3 publications

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“…Trained pharmacists and assistant pharmacists play an important role in recommending over-the-counter drugs to first-time buyers (Emmerton and Shaw, 2002). Service quality affects customer satisfaction and customer loyalty (Monica, Dharmmesta and Syahlani, 2017). Satisfied patients are more likely to continue to use health care services, value and maintain relationships with health care providers, adhere to treatment, and have better health outcomes (Naik Panvelkar, Saini and Armour, 2009).…”

Section: Resultsmentioning

confidence: 99%

The Performance Differences Between High and Low Sales Turnover Community Pharmacies

Antari

Agustini

Suena

2021

JAKI

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Background: Pharmacy managers will make various efforts to increase their income. In spite of this, pharmacies that have the same facilities can generate greatly varied incomes.Aims: The purpose of this study was to determine the difference between high sales turnover pharmacies and low sales turnover pharmacies as observed through employee motivation, organizational culture, and patient satisfaction.Methods: This study used an analytical design with a questionnaire and checklist. Consumers were selected using the purposive sampling system to assess patient satisfaction. All employees were sampled to assess work motivation and organizational culture. Data analysis was performed using descriptive, bivariate, and multivariate testing.Results: Direct observation of pharmaceutical services from the two outlets shows that there were differences in the time it takes for pharmacist to retrieve the drug, the time for providing drug information, collecting information from patients, and the type of drug information provided, as well as employee motivation, organizational culture, and patient satisfaction.Conclusion: Services at pharmacies with high sales turnover are different from pharmacies with low sales turnover. Empathy has the greatest effect on sales turnover, followed by reliability, responsiveness, assurance, and tangible dimensions. Outlets that have high sales turnover have better organizational culture and higher employee motivation when compared to outlets that have low sales turnover. Keywords: motivation, organizational culture, patient satisfaction, sales turnover

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Section: Resultsmentioning

confidence: 99%

The Performance Differences Between High and Low Sales Turnover Community Pharmacies

Antari

Agustini

Suena

2021

JAKI

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“…Service Quality yang makin baik pada sektor UMKM dapat berpengaruh terhadap peningkatan loyalitas konsumen (Eva et al, 2017). Namun berbeda yang ditemukan oleh Candra, (2020) bahwa Service Quality tidak berpengaruh terhadap loyalitas konsumen.…”

Section: Pendahuluanunclassified

Optimalisasi Service Quality Pada Usaha Mikro, Kecil Dan Menengah Di Kota Ternate

2022

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“…These results showed that service quality influenced customer satisfaction. The company must increase customer perception for increasing customer satisfaction (Monica et al, 2017). E-service quality had a significant effect on perceived value.…”

Section: Introductionmentioning

confidence: 99%

The Customer Satisfaction Measurement Using SERVQUAL Method: Case Study in Printing Company

Fajri

Busri

Riskawati

2023

JM-UIKA

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Printing business development in Makassar increases significantly, reaching 1200 businesses in 2022, making business more competitive. Besides product innovation, service quality is an important factor in supporting winning market competition. Kedai Kaos Makassar is Small Medium Enterprise (SME) that produces screen printing products. In order to win the market competition, Kedai Kaos Makasar needs to evaluate service qualities. The priorities of service attributes must be determined to solve the biggest problem in the service quality area. The SERVQUAL method is one tool that can use the determination of quality criteria gaps in the business process. The differences between perception and expectation can be evaluated by questioners. Importance Performance Analysis (IPA) is used for matrix analysis with four quadrants describing scale priority. The research aims to find out how the level of consumer satisfaction and priority attributes influence service quality in Kedai Kaos Makassar. The sample in this study amounted to 72 people with purposive sampling. The SERVQUAL method which had five attributes was used in this study. The IPA value was used for getting attribute priority. The perception and expectation values were 4,19 and 4,68 which meant customer dissatisfaction with Kedai Kaos Makassar’s service. The SERVQUAL dimension scores (reliability, responsiveness, assurance, empathy, and tangible) were -0,74; -0,40; -0,61; -0,62; -0,43 sequentially. The SERVQUAL values meant all dimensions in negative value. The IPA value in the first quadrant was attributed T3, T4, T10, T8, and T5 considered the most important but not satisfying. Keywords: Service Quality, SERVQUAL, IPA, Printing Company

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Correlation Analysis Between the Service Quality, Customer Satisfaction, and Customer Loyalty of Viva Generik Pharmacy in Semarang

Abstract: ABSTRACT

Cited by 3 publications

References 3 publications

The Performance Differences Between High and Low Sales Turnover Community Pharmacies

The Performance Differences Between High and Low Sales Turnover Community Pharmacies

Optimalisasi Service Quality Pada Usaha Mikro, Kecil Dan Menengah Di Kota Ternate

The Customer Satisfaction Measurement Using SERVQUAL Method: Case Study in Printing Company

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