Factors Affecting Customer Satisfaction with Pharmacy Franchises

Abstract

This study seeks to identify key factors affecting the development of pharmacy franchises by analyzing consumption behavior and the impact of consumers on pharmacy franchise management. It also aims to determine key factors affecting customer satisfaction and loyalty toward pharmacy franchises. Independent research variables included store image, pharmacy service, and pharmacist specialty. Customer loyalty was adopted as a dependent variable, and customer satisfaction was a mediating variable. The results indicate that pharmacy service is an important factor related to customer satisfaction, followed by pharmacist specialty. Contrary to expectations, the image of store cleanness was unrelated to customer satisfaction. Such findings indicate that consumers perceive drugstores as unique spaces, as opposed to health and beauty stores.