Pengaruh Kewajaran Harga dan Pengalaman Pelanggan Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan pada Apotek Setia Medika di Jakarta Barat
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Published
May 1, 2025
Abstract
This research is to examine the influence of pricing fairness and customer experience on customer satisfaction and its subsequent effect on customer loyalty at Setia Medika Pharmacy, West Jakarta. The sampling method used was purposive sampling within a non-probability framework, with a sample size of 200 respondents who were consumers of pharmacies. Data were gathered using a questionnaire aimed at assessing consumer opinions of pricing equity and shopping experience. The used data analysis technique is multiple regression analysis using the Smart-PLS 4 software to examine the interrelationship among variables. The findings indicated that pricing fairness significantly enhances consumer happiness and loyalty. Furthermore, customer experience positively influences customer satisfaction, which significantly affects customer loyalty. These data affirm that enhancing pricing equity and customer experience may lead to more happiness, therefore augmenting customer loyalty in pharmacies. This study offers significant insights for pharmacy management in developing successful marketing strategies to enhance client happiness and loyalty.
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How to Cite
Setia, A. and Bernarto, I. (2025) “Pengaruh Kewajaran Harga dan Pengalaman Pelanggan Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan pada Apotek Setia Medika di Jakarta Barat”, Ranah Research : Journal of Multidisciplinary Research and Development, 7(4), pp. 2474-2481. doi: 10.38035/rrj.v7i4.1460.
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Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases. Journal of Product & Brand Management, 16(1), 49–58. https://doi.org/10.1108/10610420710731151
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. https://doi.org/10.1108/09596110010342559
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
Kuehnl, C., Jozic, D., & Homburg, C. (2019). Effective customer journey design: consumers’ conception, measurement, and consequences. Journal of the Academy of Marketing Science, 47, 551–568.
Mene Paradilla, & Nur Miftahul Janna. (2023). Pengaruh Marketing Mix dan Patient Experience Melalui Kepuasan Terhadap Loyalitas Pasien Umum di Instalasi Rawat Inap Rumah Sakit Stella Maris Makassar Tahun 2022. INSOLOGI: Jurnal Sains Dan Teknologi, 2(4), 811–823. https://doi.org/10.55123/insologi.v2i4.2503
Mohsan, F., Nawaz, M., Khan, M., Shaukat, M. Z., & Aslam, N. (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2.
Saulina, A. R., & Syah, T. Y. R. (2018). How Service Quality Influence of Satisfaction and Trust Towards Consumer Loyalty in Starbucks Coffee Indonesia. Iarjset,
Anderson, E. W., & Mittal, V. (2000). Strengthening the Satisfaction-Profit Chain. Journal of Service Research, 3(2), 107–120. https://doi.org/10.1177/109467050032001
Arina, Y., Japarianto, E., Pemasaran, J. M., Petra, U. K., & Siwalankerto, J. (2013).
Experience terhadap Customer Satisfaction di De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, 1(1), 1–7.
Bei, L., & Chiao, Y. (2006). The determinants of customer loyalty: An analysis of intangible factors in three service industries. International Journal of Commerce and Management, 16(3/4), 162–177. https://doi.org/10.1108/10569210680000215
CAROLINE, N. (2020). ANALISIS PENGARUH PRICE FAIRNESS TERHADAP TINGKAT PENERIMAAN HARGA YANG DI MEDIASI OLEH KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN PADA MASKAPAI CITILINK DI YOGYAKARTA. UPN" Veteran" Yogyakarta.
Chandra, E., Alamsyah, A. R., Rachmawati, I. K., Studi, P., Manajemen, M., Ekonomi, F., Teknologi, I., Bisnis, D., & Malang, A. (2023). 1 , 2 , 3. 6, 1454–1464.
Dib, H., & Al-Msallam, S. (2015). The Effects of the Determinants of Customer Satisfaction on Brand Loyalty. Journal of Research in Business and Management, 3, 1–12.
F. Hair Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM). European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-012
Ghozali, I. (2016). Aplikasi analisis multivariete dengan program IBM SPSS 23.
Haikal Ayasya Isfansyah, A. W. (2021). Jurnal ilmiah manajemen bisnis dan inovasi universitas sam ratulangi (jmbi unsrat) manajemen strategi untuk meningkatkan penjualan. Jmbi Unsrat, 8(1), 32–49. https://ejournal.unsrat.ac.id/index.php/jmbi/article/view/32638
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hair Jr, J., Hult, F., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM)(ed.) Sage Publications, Thousand Oaks.
Handayani, R. S., Gitawati, R., Sistem, P., Litbangkes, B., Ri, D., Biomedis, P., Litbangkes, B., & Ri, D. (2009). Di Tiga Kota Di Indonesia. 13(1), 22–26.
Hapsari, D. A., & Yoestini. (2020). Analisis Pengaruh Service Quality, Customer Perceived Value, Dan Corporate Image Terhadap Customer Satisfaction Serta Dampaknya Terhadap Customer Loyalty (Studi Kasus pada Pelanggan Apotek Kimia Farma Pandanaran Kota Semarang). Diponegoro Journal Of Management, 9(3), 1–9. https://ejournal3.undip.ac.id/index.php/djom/article/view/31083
Haque, R., Rahman, A., Pang, A., & Kow, A. (2020). Factors Affecting Customer’s Satisfaction and Loyalty in Hospitals in China. Asian Journal of Technology & Management Research, 10, 1.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
HERNI KURNIA, P., Hartini, E. F., & SE, M. M. (2018). ANALISIS PENGARUH KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN TERHADAP LOYALITAS PELANGGAN APOTEK FITZ DI CIKEAS NAGRAK.
Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on customer satisfaction: an empirical test in the context of automobile purchases. Journal of Product & Brand Management, 16(1), 49–58. https://doi.org/10.1108/10610420710731151
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. https://doi.org/10.1108/09596110010342559
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. https://doi.org/10.1108/IJBM-04-2014-0048
Kuehnl, C., Jozic, D., & Homburg, C. (2019). Effective customer journey design: consumers’ conception, measurement, and consequences. Journal of the Academy of Marketing Science, 47, 551–568.
Mene Paradilla, & Nur Miftahul Janna. (2023). Pengaruh Marketing Mix dan Patient Experience Melalui Kepuasan Terhadap Loyalitas Pasien Umum di Instalasi Rawat Inap Rumah Sakit Stella Maris Makassar Tahun 2022. INSOLOGI: Jurnal Sains Dan Teknologi, 2(4), 811–823. https://doi.org/10.55123/insologi.v2i4.2503
Mohsan, F., Nawaz, M., Khan, M., Shaukat, M. Z., & Aslam, N. (2011). Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan. International Journal of Business and Social Science, 2.
Saulina, A. R., & Syah, T. Y. R. (2018). How Service Quality Influence of Satisfaction and Trust Towards Consumer Loyalty in Starbucks Coffee Indonesia. Iarjset,