The influence of product upgrading and quality on customer satisfaction and its impact on consumer loyalty standardized herbal medicine: Research on Tolak Angin Sido Muncul Product in DKI Jakarta

Ahmad Subagiyo; Ahmad Fuad Afdhal; Derriawan Derriawan

doi:10.31295/ijhms.v3n1.330

Authors

Ahmad Subagiyo
giyo.apt@gmail.com
Magister of Pharmacy, Faculty of Pharmacy, University of Pancasila, Jakarta, Indonesia
Ahmad Fuad Afdhal Magister of Pharmacy, Faculty of Pharmacy, University of Pancasila, Jakarta, Indonesia
Derriawan Derriawan Magister of Pharmacy, Faculty of Pharmacy, University of Pancasila, Jakarta, Indonesia

Keywords:

customer loyalty, customer satisfaction, quality product, standardized herbal medicine, upgrading product

Abstract

This study aimed at determining the impact of product upgrading and product quality on consumer satisfaction and its impact on consumer loyalty standardized herbal medicine Tolak Angin Sido Muncul. This study used a survey method with all populations of Tolak Angin Sido Muncul in DKI Jakarta, while in taking the sample; the researcher used a sampling method. Research findings support that product upgrading has no significant impact on customer satisfaction and has a negative significant impact on customer loyalty. Product quality has a significant impact on customer satisfaction and customer loyalty. Customer satisfaction has a significant impact on customer loyalty. Elaborating the product quality and customer satisfaction support significantly affects customer loyalty. The findings have contributed new ideas to the theoretical framework of herbal medicines classifies. They are not confirming the importance of upgrading in the herbal medicine classifies in the relationship between customer satisfaction and customer loyalty.

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