Focus on Tangibles and Empathy

Oct 13, 2025 by magicalceylontours.com 46 views

Introduction

In today's highly competitive business landscape, service quality has emerged as a crucial factor that determines the success of a company. PT Kebayoran Pharma Medan Branch, a leading pharmaceutical company, has conducted extensive research to analyze the impact of various aspects of service quality on customer satisfaction and loyalty. This study aims to investigate the relationship between service quality, customer satisfaction, and loyalty, providing valuable insights for businesses to improve their service delivery and maintain customer loyalty.

Background

Service quality is a multifaceted concept that encompasses various aspects, including reliability, responsiveness, assurance, care (fourhy), and tangible (tangibles). These factors collectively contribute to the overall customer experience, influencing their satisfaction and loyalty towards a company. In the pharmaceutical industry, where customer trust and loyalty are paramount, service quality plays a vital role in building long-term relationships with customers.

Methodology

This study employed a quantitative descriptive approach, utilizing a survey method to collect data from 30 respondents out of a total of 132 targeted. The data collection process involved interviews, documentation studies, and the distribution of questionnaires that had been tested for reliability and validity. The data analysis was conducted using SPSS software version 17.0 and Amos version 5.0 for path analysis.

Results

The results of this study revealed that not all service quality factors had a significant effect on customer satisfaction. However, aspects of Tangibles and Empathy were found to have a significant influence on customer satisfaction. In other words, customers tend to be more satisfied when they feel that the services provided have good physical aspects and the attention and empathy of the company.

Furthermore, the study found that service quality has a significant positive influence on customer satisfaction, with a value of α = 5% (p = 0,000) and a coefficient of 0.789. This indicates that the better the quality of service provided, the higher the level of customer satisfaction. In this context, good service quality not only benefits customers but also has the potential to increase customer loyalty.

Discussion

The results of this study have significant implications for businesses, particularly in the pharmaceutical industry. By focusing on aspects such as Tangibles and Empathy, companies can create positive experiences for customers, leading to increased customer satisfaction and loyalty. The study also highlights the importance of service quality in building long-term relationships with customers.

Conclusion

In conclusion, this study demonstrates the significant impact of service quality on customer satisfaction and loyalty of PT Kebayoran Pharma Medan Branch. The findings of this study provide valuable insights for businesses to improve their service delivery and maintain customer loyalty. By paying attention to aspects such as Tangibles and Empathy, companies can create positive experiences for customers, leading to increased customer satisfaction and loyalty.

Recommendations

Based on the findings of this study, the following recommendations are made:

Focus on Tangibles and Empathy: Companies should prioritize aspects such as Tangibles and Empathy to create positive experiences for customers.
Improve Service Quality: Businesses should continue to improve service quality to meet customer expectations and maintain their loyalty.
Monitor Customer Satisfaction: Companies should regularly monitor customer satisfaction to identify areas for improvement and make necessary adjustments.

Limitations

This study has several limitations, including:

Sample Size: The sample size of 30 respondents may not be representative of the larger population.
Survey Method: The survey method used in this study may not capture the full range of customer experiences and perceptions.
Data Analysis: The data analysis was conducted using SPSS software version 17.0 and Amos version 5.0, which may not be the most advanced statistical software available.

Future Research Directions

Future research should aim to:

Investigate the Impact of Service Quality on Customer Loyalty: Studies should investigate the impact of service quality on customer loyalty in different industries and contexts.
Explore the Role of Technology in Service Quality: Research should explore the role of technology in improving service quality and customer satisfaction.
Develop a Comprehensive Service Quality Framework: Studies should aim to develop a comprehensive service quality framework that incorporates various aspects of service quality and customer satisfaction.
Frequently Asked Questions (FAQs) on the Influence of Service Quality on Customer Satisfaction and Loyalty of PT Kebayoran Pharma Medan Branch ===========================================================

Q: What is the significance of service quality in the pharmaceutical industry?

A: Service quality is crucial in the pharmaceutical industry as it directly affects customer satisfaction and loyalty. In this industry, customers rely heavily on the quality of services provided, including the reliability, responsiveness, assurance, care (fourhy), and tangible (tangibles) aspects.

Q: What are the key findings of this study?

A: The study found that not all service quality factors have a significant effect on customer satisfaction. However, aspects of Tangibles and Empathy were found to have a significant influence on customer satisfaction. Additionally, the study found that service quality has a significant positive influence on customer satisfaction and customer loyalty.

Q: What are the implications of this study for businesses?

A: The study highlights the importance of service quality in building long-term relationships with customers. By focusing on aspects such as Tangibles and Empathy, companies can create positive experiences for customers, leading to increased customer satisfaction and loyalty.

Q: What are the limitations of this study?

A: The study has several limitations, including a small sample size, the use of a survey method, and the reliance on SPSS software version 17.0 and Amos version 5.0 for data analysis.

Q: What are the recommendations for businesses based on this study?

A: Based on the findings of this study, the following recommendations are made:

Focus on Tangibles and Empathy: Companies should prioritize aspects such as Tangibles and Empathy to create positive experiences for customers.
Improve Service Quality: Businesses should continue to improve service quality to meet customer expectations and maintain their loyalty.
Monitor Customer Satisfaction: Companies should regularly monitor customer satisfaction to identify areas for improvement and make necessary adjustments.

Q: What are the future research directions based on this study?

A: Future research should aim to:

Investigate the Impact of Service Quality on Customer Loyalty: Studies should investigate the impact of service quality on customer loyalty in different industries and contexts.
Explore the Role of Technology in Service Quality: Research should explore the role of technology in improving service quality and customer satisfaction.
Develop a Comprehensive Service Quality Framework: Studies should aim to develop a comprehensive service quality framework that incorporates various aspects of service quality and customer satisfaction.

Q: How can businesses apply the findings of this study to improve their service quality?

A: Businesses can apply the findings of this study by:

Conducting Regular Customer Satisfaction Surveys: Companies should regularly conduct customer satisfaction surveys to identify areas for improvement.
Focusing on Tangibles and Empathy: Businesses should prioritize aspects such as Tangibles and Empathy to create positive experiences for customers.
Continuously Improving Service Quality: Companies should continue to improve service quality to meet customer expectations and maintain their loyalty.

Q: What are the benefits of improving service quality for businesses?

A: Improving service quality can lead to increased customer satisfaction and loyalty, resulting in long-term business success. Additionally, businesses that prioritize service quality can differentiate themselves from competitors and establish a strong reputation in the market.