Article Per Year (5 Year)
p-Index From 2021 - 2026
0.408
P-Index
This Author published in this journals
All Journal Jurnal Manajemen Kesehatan Indonesia Indonesian Journal of Global Health Research
Natalia Christiani Putri
Universitas Halu Oleo
Decision Sciences, Operations Research & Management Health Professions

Published : 2 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search

 1 
Brand Image, Service Quality, and Customer Loyalty: Evidence From A Private-Owned Pharmacy with Physician Practice Services Natalia Christiani Putri; Adryan Fristiohady; Ruslin Ruslin; Wahyuni Wahyuni; Suryani Suryani; Nur Illiyyin Akib
Indonesian Journal of Global Health Research Vol. 8 No. 1 (2026): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v8i1.608

Abstract

Customer loyalty is a vital factor influencing sustainability and competitiveness in the pharmaceutical industry. Loyalty is determined by the quality of services provided and the robustness of the pharmacy's brand image. This research investigates the impact of brand image and service quality on customer loyalty at MM Pharmacy. A quantitative research design was employed utilizing Partial Least Squares Structural Equation Modeling (PLS-SEM), with data gathered via surveys from 100 respondents selected through purposive sampling based on the Slovin formula. The findings indicate that brand image and service quality substantially influence consumer loyalty, with brand image exerting a more pronounced effect. Effect size analysis (f²) revealed that brand image exerted a substantial influence on customer loyalty (f² = 0.376), while service quality exhibited a minimal effect (f² = 0.130). This study also indicates that the R² value of 0.737 demonstrates that the joint impact of brand image and service quality explains 73.7% of the variance in customer loyalty, signifying a significant impact. The remaining 26.3% may be affected by additional variables not incorporated in the model. Furthermore, the Q² value, which evaluates predictive relevance, confirms the model's capability to accurately predict unobserved data by considering both exogenous and endogenous variables.
HUBUNGAN ANTARA PERAN CITRA MEREK DAN KUALITAS LAYANAN TERHADAP LOYALITAS KONSUMEN APOTEK SF DI KOTA KENDARI Natalia Christiani Putri; Adryan Fristiohady; Ruslin Ruslin; Wahyuni Wahyuni; Nur Illiyyin Akib; Suryani Suryani
Jurnal Manajemen Kesehatan Indonesia Vol 14, No 2 (2026): Agustus 2026
Publisher : Magister Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmki.14.2.2026.116-128

Abstract

The increasing number of pharmacies in Kendari City has heightened competition in the pharmaceutical sector, positioning brand image and service quality as two key strategic factors that greatly affect consumer preferences when selecting a pharmacy. SF Pharmacy, a pharmacist-owned establishment that began operations in 2022, has implemented a branding strategy from its inception through the use of social media platforms, particularly Instagram and WhatsApp, to strengthen its brand positioning and enhance customer engagement. This study aims to examine the impact of brand image and service quality on customer loyalty at SF Pharmacy. Data were gathered through a Google Form-based questionnaire completed by 100 customers who had visited the pharmacy at least twice. The data were analyzed using the Structural Equation Modeling (SEM) approach with SmartPLS software. The findings indicate that both brand image and service quality positively and significantly influence customer loyalty, with brand image (f² = 0.157) having a stronger effect than service quality (f² = 0.093). This indicates that a positive perception of the pharmacy’s identity and reputation plays a more dominant role in shaping loyalty than service experience alone. Together, these variables explain 63.1% of the variance in customer loyalty (R² = 0.631; Q² = 0.606), reflecting strong predictive power. Overall, the findings emphasize that strengthening brand image through consistent, professional, and responsive communication strategies is a key determinant in building and maintaining customer loyalty amid the increasingly competitive pharmacy industry.
Co-Authors ,, Suryani Fristiohady, Adryan Nur Illiyyin Akib Ruslin Ruslin Wahyuni Wahyuni