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All Journal Jurnal Promosi Pendidikan Ekonomi Pendas : Jurnah Ilmiah Pendidikan Dasar JURNAL EDUCATION AND DEVELOPMENT OIKOS: Jurnal Kajian Pendidikan Ekonomi dan Ilmu Ekonomi PRAJA: Jurnal Ilmiah Pemerintahan Wedana: Jurnal Kajian Pemerintahan, Politik, dan Birokrasi Journal of Innovation Research and Knowledge JAQ International Journal of Sustainable Applied Sciences (IJSAS) Jurnal Cendekia Ilmiah
Adam Latif
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Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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STRATEGI RETENSI KONSUMEN PADA KUALITAS PELAYANAN SEBAGAI KEUNGGULAN BERSAING PADA APOTEK INDAH DI KABUPATEN SIDENRENG RAPPANG Elzahwa Zakia; Adam Latif; Haslindah; Muhammad Rusdi
Pendas : Jurnal Ilmiah Pendidikan Dasar Vol. 11 No. 02 (2026): Volume 11 No. 02 Juni 2026 Press
Publisher : Program Studi Pendidikan Guru Sekolah Dasar FKIP Universitas Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jp.v11i02.56143

Abstract

This study aims to analyze customer retention strategies and service quality optimization as competitive advantages at Apotek Indah in Sidenreng Rappang Regency. The study employed a qualitative approach using interviews, observations, and documentation as data collection techniques. The research informants consisted of the pharmacy manager, employees, customers, and surrounding community members selected through purposive sampling. Data were analyzed using the Miles and Huberman model, which includes data reduction, data display, and conclusion drawing. The findings reveal that the customer retention strategy implemented by Apotek Indah is based on customer satisfaction, customer trust, and customer commitment. Customer trust emerged as the most dominant factor in retaining customers, supported by the provision of safe medicines, services tailored to customer needs, and clear and accurate drug information. Furthermore, service quality is optimized through the five SERVQUAL dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy, with reliability being the most dominant dimension. The results indicate that customer retention strategies and service quality mutually reinforce each other in enhancing customer loyalty and creating a sustainable competitive advantage for Apotek Indah amid increasingly intense competition in the pharmacy industry.
Co-Authors Abdul Jabbar Akhyaruddin Hakim Alfin, Muhammad Andi Riska Andreani Syafaruddin Andi Riska Andreani Syafaruddin Armitha Putri Ramadhani Barisan bila, nabilah_bila Dedi . Elzahwa Zakia Evi Yunita Fifi Lestari Sudirman Fitrah, Nurul Gusni Ayu Haslindah Haslindah, Haslindah Indria Khairina Irwan Irwan Muh.Tamrin Muhammad Aswar Arman Muhammad Rais Rahmat Muhammad Rusdi Muhammad Rusdi Mustanir, Ahmad Nurul Fitri Kurnia Pratiwi Ramlan Rahman Yakub Rahmat Anggung Palla Ramlan, Pratiwi Rima Maknun Rina Rukmanti Risma Risma Rizky Noor Mohammad Sahar Sahar Salsabila Sri Nurfadilla Sulfitri Tita Sasmita Wahyuni Saleh yenni jamal Zakina