Bayu Dwi Handono, Umul Angga Brahmono, Yoyoh Yoyoh

The Relationship between Satisfaction with Customer Loyalty at Olivia Pharmacy North Jakarta Month December 2024

Introduction

The relationship between satisfaction with customer loyalty at olivia pharmacy north jakarta month december 2024. Discover the relationship between customer satisfaction and loyalty at Olivia Pharmacy, North Jakarta. A study of 314 found a significant positive correlation (0.596). Improve service for lasting customer loyalty.

Abstract

The increasing number of pharmacies in recent years has intensified competitive complexity within the pharmaceutical sector, particularly in the context of the digital era, which enables the public to easily access comparative information about products and services across healthcare institutions. In the framework of high-quality healthcare services, customer satisfaction serves as a critical indicator reflecting the extent to which service quality meets user expectations. According to service management literature, there is a significant influence of customer satisfaction on loyalty, where individuals who perceive value aligned with their expectations are more likely to exhibit repetitive purchasing behavior and social recommendations over the long term. Therefore, enhancing service value and quality constitutes a key factor in fostering sustainable customer relationships. The present study was carried out to explore the relationship between customer satisfaction and loyalty within the context of Olivia Pharmacy, North Jakarta. A quantitative descriptive approach was employed, utilizing simple random sampling to select 314 respondents as participants. Statistical analysis indicated a correlation coefficient of 0.596, with a p-value of 0.000 (p < 0.01), suggesting a moderate yet statistically significant positive association between the variables under investigation. These supports the hypothesis that higher levels of customer satisfaction positively influence customer loyalty. The study concludes that customer satisfaction is not an isolated variable, but rather a strategic component that forms a foundational element in decision-making for service improvement programs. By systematically focusing on comprehensive enhancements in service quality, Olivia Pharmacy can strategically build long-term customer loyalty, transforming it into a sustainable competitive advantage amid increasingly intense market competition.

Review

The present study investigates a timely and relevant topic: the relationship between customer satisfaction and loyalty within the highly competitive pharmacy sector, specifically at Olivia Pharmacy in North Jakarta. The abstract clearly establishes the contemporary context, highlighting the increasing competition and the critical role of customer satisfaction in fostering sustainable customer relationships amidst a digitally empowered public. Methodologically, the application of a quantitative descriptive approach with a robust sample size of 314 respondents, selected via simple random sampling, provides a solid foundation for the statistical analysis. The finding of a statistically significant positive correlation (r=0.596, p<0.01) offers clear empirical support for the widely accepted hypothesis that customer satisfaction is a significant precursor to customer loyalty, thereby contributing valuable insights for Olivia Pharmacy's strategic decision-making. Despite its strengths, the study exhibits several limitations that constrain the generalizability and depth of its findings. Firstly, the highly specific scope, confined to a single pharmacy ("Olivia Pharmacy North Jakarta") and a very narrow timeframe ("Month December 2024"), significantly limits the external validity. Findings may not be directly transferable to other pharmacies, geographical areas, or even different time periods, given potential localized factors or seasonal variations affecting customer perceptions. Secondly, while mentioning a quantitative descriptive approach, the abstract lacks crucial details regarding the measurement instruments for customer satisfaction and loyalty. Without information on the scales used, their validated properties (e.g., reliability and validity), or the specific items, it is difficult to fully assess the methodological rigor and the confidence one can place in the reported correlation coefficient. Lastly, while the abstract discusses "influence" and "positively impact," it is important to remember that a correlation coefficient, even a significant one, does not establish causality. Overall, this study offers a pertinent contribution to understanding customer dynamics within a specific retail pharmacy context. While the identified moderate, statistically significant correlation between satisfaction and loyalty provides a strong basis for Olivia Pharmacy to prioritize service quality improvements, the aforementioned limitations warrant careful consideration when interpreting and applying the results. For future research, it would be beneficial to expand the scope to include multiple pharmacies, incorporate longitudinal data to better understand loyalty development over time, and perhaps integrate qualitative methods to uncover the underlying reasons for satisfaction and dissatisfaction. Furthermore, the full paper should elaborate extensively on the methodology, particularly the psychometric properties of the instruments used. By addressing these points, the research can move beyond descriptive correlation to provide more robust and generalizable insights into building lasting customer loyalty in the evolving pharmaceutical retail landscape.

Full Text

Comments

You need to be logged in to post a comment.