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All Journal UG Journal MIMBAR (Jurnal Sosial dan Pembangunan) Jurnal Manajemen Teknologi Proceeding Fakultas Ekonomi JAKSTIK Journal JDM (Jurnal Dinamika Manajemen) Gadjah Mada International Journal of Business JAM : Jurnal Aplikasi Manajemen Journal of Indonesian Economy and Business MIX : Jurnal Ilmiah Manajemen Jurnal Farmasi Sains dan Komunitas (JFSK) JURNAL MANAJEMEN DAN PELAYANAN FARMASI (Journal of Management and Pharmacy Practice) SRIWIJAYA INTERNATIONAL JOURNAL OF DYNAMIC ECONOMICS AND BUSINESS EKUITAS (Jurnal Ekonomi dan Keuangan)
Basu Swastha Dharmmesta
Fakultas Ekonomika Dan Bisnis, Universitas Gadjah Mada
Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Public Health Social Sciences

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Journal : Jurnal Farmasi Sains dan Komunitas (JFSK)

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CORRELATION ANALYSIS BETWEEN THE SERVICE QUALITY, CUSTOMER SATISFACTION, AND CUSTOMER LOYALTY OF VIVA GENERIK PHARMACY IN SEMARANG Eva Monica; Basu Swastha Dharmmesta; Suci Paramitasari Syahlani
Jurnal Farmasi Sains dan Komunitas (Journal of Pharmaceutical Sciences and Community) Vol 14, No 2 (2017)
Publisher : Sanata Dharma University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (517.356 KB) | DOI: 10.24071/jpsc.00569

Abstract

Today, pharmacy service has become more developed along with the enhancement of society awareness of the importance of health. Therefore, as one of the health service facilities, pharmacy is required not only to give priority on product prices and varieties but also to provide qualified service for the patients. Viva Generik pharmacy as a new comer should have the ability to understand the situation and should have the competitive advantage. This study used a survey method. Data were collected with a purposive sampling method using the instrument of closed questionnaires. The questionnaires were tested for the validity and the reliability to 40 respondents who were the consumers of Viva Generik pharmacy. Questionnaires were given to 150 respondents, then were analyzed using qualitative descriptive statistics to identify the respondents characteristic. Quantitative analysis was used to identify the quality of the service and to see the correlation between service quality, satisfaction, and customer loyalty of Viva Generik pharmacy. As a result, Viva Generik pharmacys consumers tended to agree that the quality of service given by Viva Generik pharmacy was good. Simultaneously, service quality variables gave a positive impact to the customer satisfaction and the customer loyalty. It was just the tangible dimension that gave the significant impact on the customer satisfaction and customer loyalty. It was also disclosed that the customer satisfaction brought a significant impact on the customer loyalty to Viva Generik pharmacy.
Co-Authors Achmad Fudholi Achmad Fudholi Alfian Budi Primanto Alfitman Alfitman Alfitman Alfitman Andriya Risdwiyanto Andriya Risdwiyanto Aritejo, Bayu Aji Asri Sekar Mawar Firdausi B M Purwanto B. M Purwanto B. M. Purwanto Bayu Sutikno Bernardinus Maria Purwanto Candra Wijaya Candra Wijaya, Candra Danes Jaya Negara Danes Jaya Negara Dien Mardhiyah Euis Soliha Florensia Kurnia Puung hendarto, kresno agus Hotniar Siringoringo Hotniar Siringoringo Khusniyah Purwani Khusniyah Purwani Kresno Agus Hendarto Licen Indahwati Darsono Licen Indahwati Darsono Martiyanti, Dwi Mohammad Eko Fitrianto Moira M. M Moeliono Moira M.M Moeliono Monica, Eva Piji Pakarti Prasojo Pribadi Purwanto B.M. Puung, Florensia Kurnia Rahab Bin Tafsir Sahid Susilo Nugroho Shellyana Junaidi Shellyana Junaidi Shine Pintor Siolemba Patiro Suci Paramitasari Syahlani Toto Sugiharto Toto Sugiharto Yulia Arisnani Widyaningsih