The Model of Pharmacies Customer Loyalty in Chemical Farma

Abstract

Zulkifli Zulki Noor

This study aimed to determine the effect of product differentiation and distribution channels on customer loyalty in Kimia Farma Pharmacies in Bandung. The population in this study was a regular customer Pharmacies in Kimia Farma Bandung 262 regulars. The sampling technique in this study using a saturated sample. Thus, the amount of sample used is 262 regulars. Data were analyzed using multiple linear regression analysis methods. The results show that the product differentiation have positive and significant impact on customer loyalty of Pharmacies in Kimia Farma Bandung. Distribution channel have significant and positive effect on customer loyalty of Pharmacies in Kimia Farma Bandung.