Dewi Indah Kurniawati, Andriyani Rahmah Fahriati, Siti Novy Romlah, Diah Permata Sari, Lina Nafisah

HUBUNGAN KUALITAS PELAYANAN KEFARMASIAN DAN LOKASI TERHADAP LOYALITAS KONSUMEN APOTEK SEGER PRIMA KABUPATEN BOGOR

Introduction

Hubungan kualitas pelayanan kefarmasian dan lokasi terhadap loyalitas konsumen apotek seger prima kabupaten bogor. Penelitian ini mengkaji hubungan kualitas pelayanan kefarmasian dan lokasi terhadap loyalitas konsumen Apotek Seger Prima di Kabupaten Bogor. Hasil menunjukkan korelasi rendah namun ada.

Abstract

ABSTRAK  Pelayanan yang tepat memberikan kepuasan dan loyalitas bagi pelanggan. Apotek juga memerlukan loyalitas pelanggan untuk keberlanjutan perusahaan. Loyalitas penting mengingat persaingan di industri farmasi yang ketat, sehingga bisnis perlu memberikan layanan unggul agar memiliki daya saing. Tujuan Peneltian untuk mengetahui hubungan antara kualitas pelayanan dan lokasi terhadap loyalitas konsumen di Apotek Seger Prima Kabupaten Bogor. Metode Penelitian menggunakan penelitian kuantitatif. Desain penelitian menggunakan survey analitik dengan pendekatan desain cross sectional. Penelitian ini dilakukan pada bulan februari – maret tahun 2024 di Apotek Seger Prima Kabupaten Bogor dengan menggunakan kuisioner sebagai instrument penelitian. Jumlah responden dalam penelitian ini sebanyak 341 responden yang diambil secara acak. Kualitas pelayanan, Lokasi dan Loyalitas Konsemen diukur dengan menggunakan skala likert. Hasil penelitian menggunakan analisis korelasi spearman rank test dengan taraf signifikansi sebesar 0.000 pada tingkat taraf kepercayaan 0.05 atau 95% dapat diketahui bahwa nilai koefisien korelasi antara kualitas pelayanan terhadap loyalitas konsumen sebesar 0,252. Hal tersebut menunjukan bahwa terdapat hubungan antara kualitas pelayanan terhadap loyalitas konsumen dengan tingkat hubungan yang rendah. Nilai koefisien korelasi anatara lokasi terhadap loyalitas konsumen sebesar 0,275. Hal tersebut menunjukan bahwa terdapat hubungan antara lokasi terhadap loyalitas konsumen yang rendah. Kesimpulan dari penelitian ini yaitu kualitas pelayanan dan lokasi dinilai sangat baik, serta loyalitas konsumen sangat tinggi, hubungan antara kualitas pelayanan kefarmasian terhadap loyalitas konsumen masih rendah. 

Review

The study "HUBUNGAN KUALITAS PELAYANAN KEFARMASIAN DAN LOKASI TERHADAP LOYALITAS KONSUMEN APOTEK SEGER PRIMA KABUPATEN BOGOR" set out to explore the relationship between pharmaceutical service quality and location with consumer loyalty at a specific pharmacy in Bogor Regency. This is a highly pertinent topic within the competitive pharmaceutical industry, where fostering customer loyalty is essential for sustained business operations. The research adopted a quantitative, cross-sectional survey design, collecting data from 341 randomly selected respondents using questionnaires and Likert scales, with subsequent analysis performed using the Spearman rank correlation test. Methodologically, the study benefits from a reasonably large sample size, which enhances the reliability of the statistical analysis. The application of the Spearman rank test is appropriate for assessing relationships between ordinal data derived from Likert scales. However, a notable inconsistency emerges in the interpretation of the findings presented in the abstract. The study concludes that both pharmaceutical service quality and location are perceived as "very good," and consumer loyalty is "very high," yet the calculated correlation coefficients indicate only a "low" relationship (0.252 for service quality and 0.275 for location) with consumer loyalty. This disconnect between high direct variable ratings and weak correlational strength is significant and is not adequately addressed within the abstract, leaving ambiguity about the actual drivers of loyalty despite high overall satisfaction. In conclusion, while the research effectively highlights that consumers at Apotek Seger Prima perceive service quality and location favorably, and exhibit high loyalty, it also paradoxically demonstrates that these two specific factors have only a weak statistical association with that loyalty. This suggests that other, unexamined variables might be more influential in driving the observed high consumer loyalty. Future research would greatly benefit from investigating a wider array of potential factors impacting pharmacy loyalty, such as pricing strategies, product availability, personalized customer interactions, or community engagement. Furthermore, a deeper exploration through qualitative methods or comparative studies across multiple pharmacies could provide more nuanced insights and help reconcile the apparent contradiction between high perceived quality/loyalty and weak correlational findings, offering clearer actionable insights for pharmacy management.

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