JEFMS Journal

ABSTRACT:

This study purposes to know the factors influencing loyalty of consumer at franchised pharmacies in the City of Surabaya passing through satisfaction variable of consumer as intervening variable. This research used quantitative method namely path analysis. Sampling technique was carried out according to accidental by taking respondents who happened to be at the research place. Collecting data in this study exerted was distributing questionnaires. The result of study showed that the dimension of service quality that are tangible, reliability, responsiveness, assurance, empathy which effected on consumer loyalty through the satisfaction of consumer as intervening variable to franchised pharmacies. To increase loyalty of consumer, the person in charge of the pharmacy should focus on improving tangible, reliable, assurance and empathy variables that proven to have an effect on loyalty of consumer at the company’s franchised pharmacies.

KEYWORDS:

Consumer satisfaction, Consumer loyalty, Servqual model

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