ANALISA PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN APOTEK KIMIA FARMA DI YOGYAKARTA
| Main Authors: | , Erna Rahayuningsih, , Dr. Slamet Santoso Sarwono, MBA |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/120395/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60426 |
Daftar Isi:
- Consumers today increasingly critical, demanding satisfactory service from the pharmacy, the service becomes one of the benchmarks that determine whether consumers are satisfied or not. Superior service is a service that is able to understand the needs and desires of consumers. However, there are still many pharmacies are not customer satisfaction. The purpose of this study were 1) to determine the effect of service quality on customer satisfaction pharmacy, 2) to determine the effect of service quality on customer loyalty pharmacy, 3) to determine the effect of customer satisfaction on customer loyalty, and 4) to determine the dominant dimension of quality consumer according to consumer perceptions. This study used 100 respondents were selected purposively from 10 pharmacies Kimia Farma, located in the province of Yogyakarta. Model of customer loyalty with customer satisfaction as a mediating variable was analyzed using regression. The results found that the quality of pharmacy services provided Kimia Farma positive influence on customer satisfaction. The better the quality of services provided increases customer satisfaction. Quality of services provided pharmacy Kimia Farma positive influence on customer loyalty. The better the quality of services provided increases customer loyalty. Customer satisfaction in the Pharmacy Kimia Farma has no effect on loyalty. High customer satisfaction does not guarantee the higher loyalty. Dimensions of responsiveness to get the highest ratings from consumers, then the following dimensions of assurance, tangible, empathy and reliability.