The Impact of Value, Employees Performance and the Integration of Healthcare Services on Loyalty toward Community Pharmacies in Saudi Arabia: A Structural Model

Abstract

With the focus of the scholars and literature on the importance of customer value, the emphasis has been paid to this concept in a great number of retailing specialties, but it was neglected in the case of community pharmacies. This research focuses on the service value, trust and employee performance as factors explaining loyalty to pharmacies and adds the verification of the impact of the integration of primary healthcare services as a way to enhance or sustain the level of loyalty to the initial pharmacy or switching intentions toward other pharmacies which integrate this kind of service. Thus, an original conceptual model is proposed and tested. A survey was distributed electronically via a social media application (WhatsApp) to participants based on the convenience sampling technique. 492 respondents submitted the survey. Results show that perceived value, employee performance and trust influence initial loyalty. In addition, the integration of Primary Healthcare services sustains this loyalty, but initial loyalty does not prevent switching intentions in case other pharmacies integrate primary healthcare services.

Pengaruh Budaya Organisasi terhadap Kinerja Karyawan PT Budiman Maju Megah Farmasi (Bumame) Bandung

“…Karyawan yang merupakan bagian dari budaya organisasi merasa menjadi bagian dari mereka, diakui apa adanya, dan sadar bagaimana berperilaku di dalam perusahaan. Faktor yang dapat mendorong kinerja karyawan yaitu sarana dan prasarana, dana, sampai sumber daya manusia [12].…”

Assessment of satisfaction of attendees of healthcare centers in Jordan with community pharmacy services of pharmacies they usually use

“…In addition, keeping pace with newer developments within the pharmacy sector mandates expanding pharmaceutical services [ 16 ]. Professional communication tools that the pharmacist can employ emphasize the rapport and trust within the professional relationship between the pharmacist and patient and would be associated with a positive impact on the patients’ loyalty and satisfaction [ 17 – 19 ]. Other factors related to service delivery associated with satisfaction arise from how the offered services are provided regarding convenient access to the pharmacy services via extended working hours, increased timeliness in service, and technology integration [ 20 – 22 ].…”