The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion
Abstract
Paitoon Chetthamrongchai, Kittisak Jermsittiparsert, Sakapas Saengchai
Owing to burgeoning scope of pharmacy business in Thailand many local and multinational companies have entered the market. These new entrants have caused a turmoil in the dynamics of market. Unhealthy competition is no free reign and new entry has almost been blocked. As a result, it has become very difficult to retain the customers. This study is performed to observe the factors which best enhance the customer devotion and loyalty. The impact of perceived service quality of pharmacy structure, medication price strategies and perception about pharmacists on customer devotion with the mediating role of pharmacy engagement has been studied in the following research. Random sampling technique was used to gather the required data. Data was analyzed through confirmatory factor analysis (CFA) by using PLS software. Additionally, structure equation modeling technique (SEM) was used to test the hypotheses. The results of the study revealed that there is a positive correlation between perceived service quality of pharmacy structure, pharmacy customer devotion perception and pharmacy engagement. Moreover, pharmacy engagement also strengthens the linkage of pharmacy customer devotion. Meanwhile, pharmacy engagement also mediates the relationship between perceived service quality of pharmacy structure, customer perception about pharmacist and pharmacy customer devotion.
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| Pubmed Style Chetthamrongchai P, Jermsittiparsert K, Saengchai S. The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. SRP. 2019; 10(2): 120-129. doi:10.5530/srp.2019.2.20 Web Style Chetthamrongchai P, Jermsittiparsert K, Saengchai S. The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. http://www.sysrevpharm.org/?mno=302644934 [Access: March 31, 2021]. doi:10.5530/srp.2019.2.20 AMA (American Medical Association) Style Chetthamrongchai P, Jermsittiparsert K, Saengchai S. The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. SRP. 2019; 10(2): 120-129. doi:10.5530/srp.2019.2.20 Vancouver/ICMJE Style Chetthamrongchai P, Jermsittiparsert K, Saengchai S. The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. SRP. (2019), [cited March 31, 2021]; 10(2): 120-129. doi:10.5530/srp.2019.2.20 Harvard Style Chetthamrongchai, P., Jermsittiparsert, . K. & Saengchai, . S. (2019) The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. SRP, 10 (2), 120-129. doi:10.5530/srp.2019.2.20 Turabian Style Chetthamrongchai, Paitoon, Kittisak Jermsittiparsert, and Sakapas Saengchai. 2019. The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. Systematic Reviews in Pharmacy, 10 (2), 120-129. doi:10.5530/srp.2019.2.20 Chicago Style Chetthamrongchai, Paitoon, Kittisak Jermsittiparsert, and Sakapas Saengchai. "The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion." Systematic Reviews in Pharmacy 10 (2019), 120-129. doi:10.5530/srp.2019.2.20 MLA (The Modern Language Association) Style Chetthamrongchai, Paitoon, Kittisak Jermsittiparsert, and Sakapas Saengchai. "The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion." Systematic Reviews in Pharmacy 10.2 (2019), 120-129. Print. doi:10.5530/srp.2019.2.20 APA (American Psychological Association) Style Chetthamrongchai, P., Jermsittiparsert, . K. & Saengchai, . S. (2019) The Mediating Role of Pharmacy Engagement on the Relationship of Perceived Service Quality, Customer Perception, Price Strategy with Pharmacy Customer Devotion. Systematic Reviews in Pharmacy, 10 (2), 120-129. doi:10.5530/srp.2019.2.20 |
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