Pengaruh Kualitas Obat dan Kualitas Layanan Islami terhadap Loyalitas Konsumen pada Apotek Nora di Kota Metro
DOI:
https://doi.org/10.55606/jumbiku.v6i2.7070Keywords:
Consumer Loyalty, Ethical Values, Islamic Pharmacy, Islamic Services, Quality of MedicationAbstract
This study aims to examine the influence of drug quality and Islamic service quality on consumer loyalty in pharmacies. The novelty of this research lies in combining functional factors, such as drug quality, with ethical values based on Islamic principles, including amanah, ihsan, sidq, and justice. This study uses a quantitative approach. Data were collected from pharmacy consumers through questionnaires using purposive sampling. The data were analyzed using multiple linear regression. The results show that drug quality has a positive and significant effect on consumer loyalty. This indicates that safe, effective, and high-quality drugs can increase consumer trust, leading to repeat purchases and recommendations. In addition, Islamic service quality also has a positive and significant effect on consumer loyalty. Values such as honesty, trust, fairness, empathy, and good service create comfort and strengthen emotional and spiritual connections with consumers. Furthermore, drug quality and Islamic service quality together play an important role in building consumer loyalty. However, this study is limited to pharmacy services in a specific location. Therefore, the results cannot be generalized to all pharmaceutical sectors or other regions.
Downloads
References
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K. M., & Azim, M. (2022). The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality. Journal of Islamic Marketing, 13(9), 1829–1842.
Alam, A., Fuadati, A. R., Fathma, A., Nordin, N., & Ullah, I. (2025). Halal Awareness In Contemporary Muslim Societies: A Systematic Review of Scopus-Indexed Studies. Journal of Fatwa Management and Research, 30(3), 215–238.
Albaity, M., & Rahman, M. (2021). Customer loyalty towards Islamic banks: the mediating role of trust and attitude. Sustainability, 13(19), 10758.
Alzoubi, H. M., Ahmed, G., & Alshurideh, M. (2022). An empirical investigation into the impact of product quality dimensions on improving the order-winners and customer satisfaction. International Journal of Productivity and Quality Management, 36(2), 169–186.
Aravik, H., Amri, H., & Febrianti, R. (2022). The marketing ethics of Islamic banks: a theoretical study. Islamic Banking: Jurnal Pemikiran Dan Pengembangan Perbankan Syariah, 7(2), 263–282.
Baihaki, F. R., Rahma, T. I. F., & Nasution, J. (2023). Pengaruh Islamic Branding Dan Islamic Service Quality Terhadap Loyalitas Nasabah Bank Muamalat Indonesia Dengan Customers Satisfaction Sebagai Variabel Intervening. Ekonomi Bisnis Manajemen Dan Akuntansi (EBMA), 4(1), 1528–1544.
Barnes, J. (2003). Quality, efficacy and safety of complementary medicines: fashions, facts and the future. Part II: Efficacy and safety. British Journal of Clinical Pharmacology, 55(4), 331–340.
Budiono, A. (2021). Pengaruh kualitas produk, persepsi harga, promosi, lokasi, kualitas pelayanan terhadap loyalitas konsumen melalui kepuasan konsumen di rumah makan Bebek Kaleo Tebet Jakarta Selatan dimasa pandemi COVID-19. SEGMEN Jurnal Manajemen Dan Bisnis, 17(2), 223–247.
Castaldo, S., Grosso, M., Mallarini, E., & Rindone, M. (2016). The missing path to gain customers loyalty in pharmacy retail: The role of the store in developing satisfaction and trust. Research in Social and Administrative Pharmacy, 12(5), 699–712.
Efendi, B., Setiyawan, A., & Nurhayati, E. C. (2023). Pengaruh Kualitas Produk, Harga, Promosi dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Bengkel Saesa Motor Kalibenda Banjarnegara. Jamasy: Jurnal Akuntansi, Manajemen Dan Perbankan Syariah, 3(4), 32–39.
Fatmawati, I., Irianda, A. G., & Abilawa, A. (2024). The Influence of Islamic Service Quality, Emotional Attachment, and Religiosity on Satisfaction for Loyalty in the Context of Sharia Banking. E3S Web of Conferences, 571, 2005.
Hanum, N., Nafisa, S., Rohmah, S., Nihan, Y. A., & Ariyanto, E. J. (2024). Kasus Temuan Produk Obat dan Makanan Ilegal Yang Dijual Melalui E-Commerce dan Korelasinya dengan Peraturan Badan Pengawas Obat dan Makanan Nomor 8 Tahun 2020. PharmaCine: Journal of Pharmacy, Medical and Health Science, 5(1), 37–47.
Heinrich, M. (2015). Quality and safety of herbal medical products: regulation and the need for quality assurance along the value chains. British Journal of Clinical Pharmacology, 80(1), 62–66.
Hendrayanti, S., & Nurauliya, V. (2021). Building competitive advantage through innovation, creativity, product quality. BASKARA: Journal of Business and Entrepreneurship, 4(1), 85–94.
Indriastuti, H., & Anwar, A. (2018). Effect of Sharia Product Attributes and Insaniyyah Promotion that is Conducted By Sharia Bank Toward Non-Muslims’ Decision to Become a Customer. KnE Social Sciences, 3(10), 1067–1075. https://doi.org/10.18502/kss.v3i10.3449
Jauhariyah, N. A., Budiywono, E., & Setiawaty, U. A. (2023). Pengaruh Pelayanan Islami Dan Kualitas Produk Terhadap Loyalitas Nasabah Bsi Di Pondok Pesantren Darussalam Blokagung Kabupaten Banyuwangi. Jurnal Istiqro, 9(2), 198–205. https://doi.org/10.30739/istiqro.v9i2.2443
Karim, M. W., & Chowdhury, M. A. M. (2021). Antecedents of customer loyalty towards private commercial banks in bangladesh. Management & Accounting Review (MAR), 20(2), 35–57.
Khan, S. M., Ali, M., Puah, C.-H., Amin, H., & Mubarak, M. S. (2023). Islamic bank customer satisfaction, trust, loyalty and word of mouth: the CREATOR model. Journal of Islamic Accounting and Business Research, 14(5), 740–766.
Lengkong, A. P., Pio, R. J., & Mangindaan, J. V. (2021). Pengaruh brand awareness dan kualitas produk terhadap loyalitas pelanggan melalui kepuasan konsumen pakaian HARV official di Manado. Jurnal Administrasi Bisnis (JAB), 11(2), 61–68.
Ligery, F., Bangsawan, S., & Mahrinasari, M. (2021). The Effect Of Relationship Quality On Attitude Mediated By Word Of Mouth In The Perspective Of Relationship Marketing (A Case Study In The Election Of The Member Of The Regional People’s Representative Council Of Lampung, Indonesia). Journal of Positive Psychology and Wellbeing, 5(4), 1077–1092.
Mohiuddin, A. K. (2019). The excellence of pharmacy service: Past, present and future. International Journal of Clinical and Developmental Anatomy, 5(2), 15–36.
Nisa, K. (2019). Pengaruh kualitas pelayanan Islami dan kepercayaan nasabah terhadap loyalitas nasabah di BRI Syari’ah KC Semarang. Rabit: Jurnal Teknologi Dan Sistem Informasi Univrab, 1(1).
Noor, N. (2025). Halal service quality: systematic review, conceptual model and future research. Journal of Islamic Accounting and Business Research.
Nurudin, Muyassarah, Rahma, Z., & Fitri, M. (2025). E-Service Quality, Islamic Service, and Branding in Building Customer Loyalty of Islamic Banks. Jurnal Ilmiah Manajemen Kesatuan, 13(4), 2673–2684. https://doi.org/10.37641/jimkes.v13i4.3472
Osman, S., Cheng, K. W., & Wider, W. (2022). Factors affecting the halal cosmetics purchasing behaviour in Klang Valley, Malaysia. FWU Journal of Social Sciences, 16(4), 102–120.
Ozawa, S., Higgins, C. R., Yemeke, T. T., Nwokike, J. I., Evans, L., Hajjou, M., & Pribluda, V. S. (2020). Importance of medicine quality in achieving universal health coverage. PLoS One, 15(7), e0232966.
Prabowo, C., Pelupessy, H., Fahlefi, D. R., & Harminingtas, R. (2025). Pengaruh Islamic Service Quality Dan Islamic Branding Terhadap Kepuasan Nasabah Bank Syariah Indonesia. Jurnal Ilmiah Fokus Ekonomi, Manajemen, Bisnis & Akuntansi (EMBA), 4(01), 45–58.
Putra, R. (2021). Determinasi kepuasan pelanggan dan loyalitas pelanggan terhadap kualitas produk, citra merek dan persepsi harga (literature review manajemen pemasaran). Jurnal Ekonomi Manajemen Sistem Informasi, 2(4), 516–524.
Rahmawati, N., & Hasan, I. (2023). Pengaruh Brand Trust, Brand Equity Dan Brand Image Terhadap Loyalitas Pelanggan (Studi Pada Pelanggan Teh Botol Sosro Di Wonosobo). Syarikat: Jurnal Rumpun Ekonomi Syariah, 6(1), 207–220.
Salma, A., & Santi, M. (2025). Implementasi Pelayanan Prima Berbasis Etika Bisnis Islam di Toko. EKSYAR: Jurnal Ekonomi Syari’ah & Bisnis Islam, 12(2), 216–231.
Suwandono, A., & Yuanitasari, D. (2023). Peredaran Obat Sirup yang Menyebabkan Gagal Ginjal Akut dalam Perspektif Perlindungan Konsumen How to cite. Jurnal Riset Ilmu Hukum, 3(Desember), 168–182. https://jurnal.untirta.ac.id/index.php/jurisprudence/indexDOI:http://dx.doi.org/10.51825/sjp.v3i2.
Tahir, A. H., Adnan, M., & Saeed, Z. (2024). The impact of brand image on customer satisfaction and brand loyalty: A systematic literature review. Heliyon, 10(16).
Wahyuni, S., & Fitriani, N. (2017). Brand religiosity aura and brand loyalty in Indonesia Islamic banking. Journal of Islamic Marketing, 8(3), 361–372.
Wang, H., Chen, Y., Wang, L., Liu, Q., Yang, S., & Wang, C. (2023). Advancing herbal medicine: enhancing product quality and safety through robust quality control practices. Frontiers in Pharmacology, 14, 1265178.
Wardani, R. A., & Sukardi, B. (2023). Constituting Islamic Service Quality and Islamic Customer. INJAS Indonesia Scientific Journal Of Islamic Finance, 2(1), 11–32. https://orcid.org/0000-0003-3558-8783
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Manajemen, Bisnis dan Kewirausahaan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
_001.jpg)
