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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.
PENINGKATAN PENGETAHUAN MASYARAKAT MELALUI SOSIALISASI DAGUSIBU DI DESA WAWATU BERSAMA PUSKESMAS LALOWARU Elhamayasari Elhamayasari; Rachma Malina; Parawansah Parawansah; Suryani Suryani; Ayi Tri Hapsari; Dewi Rahmawati Rufia; Ance Triana; Asna Ramadani; Alda Rizma; Indar Prasti; Dita Rizqyah
BESIRU : Jurnal Pengabdian Masyarakat Vol. 3 No. 1 (2026): BESIRU : Jurnal Pengabdian Masyarakat, Januari 2026
Publisher : Lembaga Pendidikan dan Penelitian Manggala Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62335/besiru.v3i1.2149

Abstract

DAGUSIBU (Dapatkan, Gunakan, Simpan, dan Buang) merupakan program edukasi kepada masyarakat mengenai pengelolaan obat yang benar dan aman, yang dilaksanakan oleh tenaga kefarmasian khususnya apoteker. Kegiatan pengabdian masyarakat ini bertujuan meningkatkan pengetahuan masyarakat tentang penggunaan obat yang rasional berdasarkan konsep DAGUSIBU. Kegiatan dilaksanakan di Posyandu Delima Desa Wawatu, Kecamatan Moramo Utara, Kabupaten Konawe Selatan, Provinsi Sulawesi Tenggara pada 27 November 2025. Metode yang digunakan meliputi penyampaian materi melalui ceramah, pembagian leaflet, serta diskusi interaktif berupa tanya jawab. Sasaran kegiatan adalah masyarakat umum, terutama lansia dan ibu hamil. Hasil kegiatan diharapkan dapat meningkatkan pemahaman masyarakat mengenai penggunaan obat yang benar, meningkatkan kepatuhan terhadap terapi, serta menurunkan risiko efek samping obat. Secara keseluruhan, kegiatan sosialisasi DAGUSIBU terbukti berkontribusi dalam meningkatkan pengetahuan masyarakat.
Co-Authors Abdi Nipangeran Agustina Agustina Alda Rizma Ance Triana Andi Nafisah Anton Anton Ari Sartinah Asna Ramadani Aspadiah, Vica Asriullah Jabbar Astrid Indalifiani Astrid Indalifiany Aswani Aswani Aswani Aswani Aswani Ayi Tri Hapsari Devi Hidayati Dewi Rahmawati Rufia Dian Munasari Dian Munasari Solo Dita Rizqyah Elhamayasari Elhamayasari Fadhliyah Malik Fifi Nirmala Fitrawan, La Ode Muhammad Fristiohady, Adryan Halik Halik Hasnawati Hasnawati Hikmawati Supu Indar Prasti Irnawati Irnawati Kasmawati, Henny La Ode Ahmad Nur Ramadhan La Ode Muh. Fitrawan Loly Subhiaty Idrus Mubarak Mubarak Muh. Arba Muhamad Handoyo Sahumena Muhamad Handoyo Sahumena Muhammad Aswan Muhammad Handoyo Sahumena Muhammad Handoyo Sahumena Muhammad Ilyas Y Munarsi Munarsi Nasrudin Nasrudin Nasrudin Nasrudin Natalia Christiani Putri Neni Rahmadani Nur Aisyah Abdullah Nur Illiyyin Akib Nur Illiyyin Akib Nur Illiyyin Akib Nur Illiyyin Akib Nur Illiyyin Akib Nur Janna Kurniawati Nurramadhani A. Sida Nurramadhani A. Sida Nurull Hikmah Nurull Hikmah Parawansah Parawansah Rachma Malina RAHMAT MULIADI, RAHMAT Rezki Annisa Rifa’atul Mahmudah Rina Andriani Ruslin , Ruslin Ruslin Ruslin Ruslin Ruslin Ruslin Ruslin Ruslin Sabarudin Sabarudin Sahidin Sahidin Sahidin Sandra Aulia Mardikasari Siti Rahmawati Ondjo Sitti Raodah Nurul Jannah Sitti Raodah Nurul Jannah Sri Hastuti Suci Ananda Putri Sunandar Ihsan Sundar Ihsan Syahrir Mana'an Vica Aspadiah Wa Ode Erna Fitriani Wa Ode Sitti Aminah Basri Wa Ode Sitti Zubaydah Wahyuni Wahyuni Widya Pratiwi Yamin Yamin , Yamin Yamin