<![CDATA[This study aims to explain the role of customer satisfaction in mediating the effect of service quality on customer loyalty among ApotekKU consumers in Singaraja City. Good service quality is expected to enhance customer satisfaction, which in turn can improve customer loyalty to a brand or service. To analyze the relationship between these variables, this study uses the Theory of Planned Behavior approach. The main focus of this theory is how an individual's intention influences their decision to engage in certain behaviors, starting from motivational factors to predict and explain human behavior. This research was conducted in Singaraja City, using a purposive sampling technique to select relevant samples. A total of 110 respondents, who are ApotekKU consumers in Singaraja City, participated in this study. Data was collected through online questionnaires to gather information about service quality, customer satisfaction, and customer loyalty. For data analysis, the Structural Equation Modelling (SEM) technique with the Partial Least Square (PLS) approach was used. The analysis results indicate that all the hypotheses proposed were accepted. Service quality was found to have a positive and significant effect on customer loyalty. Additionally, service quality also has a positive and significant effect on customer satisfaction. Customer satisfaction, in turn, has a positive and significant effect on customer loyalty. Furthermore, this study found that customer satisfaction mediates the effect of service quality on customer loyalty among ApotekKU consumers in Singaraja City. These findings emphasize the importance of service quality in building satisfaction, which ultimately contributes to the creation of customer loyalty. This research provides practical implications for pharmacy managers to focus more on improving service quality to enhance customer satisfaction and loyalty.]]>
Copyrights © 2025
