Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Pelanggan dan Kepuasan Pelanggan Pada Apotek di Manado
Abstract
Customer loyalty has become an important thing for any companies which
want to have stable growth. Customer which are satisfied and trust the service
quality of a company tend to become loyal to the company. Pharmacies as one of
the service sector company need to watch their service quality in order to improve
the loyalty of their customer.
The objective of this study is to investigate the effect of service quality to
customer loyalty through customer trust and customer satisfaction on Manado’s
pharmacy.
This study has 1 endogenous and 3 exogenous variable. Each of them was
measured by different number of observed variables. The study population is the
Manado’s pharmacy entire customer. The sample size is 120 respondents and was
used judgmental sampling technique. The data was collected by questionnaires
and it was analyzed using Structural Equation Modeling with Partial Least Square
instrument.
The Outer Model and Inner model analysis has showed that the model has
fulfilled the Goodness of Fit criteria. While the result showed that all of variables
have significantly effect to other variable in the hypotheses.
There are two implications from the study. First, the Manado’s pharmacy
need to increase their customer loyalty by improves their service quality as the
practical implication. Second, the future research can add more variable which fit
with the model to improve it as the theoretical implication.