Analysis of Factors Influencing Customer Satisfaction and Purchase Intention at Pharmacy in Batam City
- DOI
- 10.2991/aebmr.k.200915.050How to use a DOI?
- Keywords
- pharmacy, customer satisfaction, sustainable business
- Abstract
Healthcare business in Indonesia continues to grow rapidly and remains attractive for local and global investors. Numerous healthcare providers offer a wide range of service and give their best service to customers to gain profit, win the market competition and also to be sustainable, including pharmacy as the largest number of healthcare provider in Indonesia. However, there were some pharmacies in Batam City that ended their business and unable to win the highly competitive marketing inspite of their good brand name. This research was conducted to analyse factors influencing customer satisfaction at pharmacy in Batam City. Samples were collected by distributing 300 questionnaires at Vitka Farma Pharmacy and Kimia Farma Pharmacy. The data was analysed by using Smart PLS 3.0 program. Based on hypothesis testing, it was found out that customer satisfaction was significantly influenced by brand image, purchase intention was significantly influenced by price and brand image. The pharmacies should address the findings to improve the service level so they can offer the best customer service to obtain business success in the long run.
- Copyright
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Erilia Kesumahati AU - Teddy Jurnali PY - 2020 DA - 2020/09/15 TI - Analysis of Factors Influencing Customer Satisfaction and Purchase Intention at Pharmacy in Batam City BT - Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020) PB - Atlantis Press SP - 216 EP - 220 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200915.050 DO - 10.2991/aebmr.k.200915.050 ID - Kesumahati2020 ER -