The relationship between service quality and customer satisfaction: a case study at Nh Beji Pharmacy

Arif Budianto; Dea Yulinestria Pradani; Nindita Rachmania; Edwin Widiantoro; Alaris Darasito Damanik; Dwi Cahyono

doi:10.51511/pr.6

Arif Budianto Apotek NH Beji, Kabupaten Banyumas, Jawa Tengah
Dea Yulinestria Pradani Department of Pharmacy, Jenderal Soedirman University, Purwokerto, Indonesia
Nindita Rachmania Department of Pharmacy, Jenderal Soedirman University, Indonesia
Edwin Widiantoro Department of Pharmacy, Jenderal Soedirman University, Indonesia
Alaris Darasito Damanik Department of Pharmacy, Jenderal Soedirman University, Indonesia
Dwi Cahyono Department of Pharmacy, Jenderal Soedirman University, Indonesia

Keywords: customer satification, patient loyalty, pharmaceutical service quality, pharmacist services, self-medication

Abstract

Customer satisfaction is a critical indicator of the quality of pharmaceutical services and products pharmacies provide. It holds strategic importance in the pharmacy sector, significantly influencing repeat patronage and referrals. Satisfied customers are more likely to recommend the pharmacy to others, which can substantially contribute to the business's long-term growth. This study identifies service variables at Nh Beji Pharmacy that enhance customer satisfaction and evaluates their impact on patients' loyalty and their propensity to refer new customers. By exploring the link between customer satisfaction, repeat business, and referrals, the study aims to highlight the value of customer-focused services in pharmacies. Through interviews with 55 patients randomly selected from service records and provided informed consent for the 2019-2020 period, the study identified seven service variables that significantly boost customer satisfaction at Nh Beji Pharmacy. The findings demonstrate a notable correlation between customer satisfaction and patients' willingness to return and recommend the pharmacy, underscoring the importance of prioritizing customer satisfaction in pharmaceutical service delivery.

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