Published June 5, 2025 | Version v1
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Correlation analysis of factors influencing customer loyalty in retail pharmacy chains: A cross-sectional study in Vietnam

Authors/Creators

  • 1. Can Tho University of Medicine and Pharmacy, Can Tho, Vietnam
  • 2. Can Tho University, Can Tho, Vietnam

Description

The retail pharmacy sector has been a growing market in Vietnam in recent years, leading to a rise in pharmacies in residential areas. This study aims to analyze factors affecting customer loyalty to retail pharmacy chains in Can Tho city. The data was collected through interviews with 747 customers who purchased medication from pharmacy chains via a pre-designed research questionnaire. Four of 32 variables were eliminated after Cronbach's alpha was run. KMO coefficient (0.886–0.91), total variance extracted (> 50%), and Eigenvalue coefficients were all greater than 1 (p < 0.05). CFA and SEM results were consistent with market data. Pharmacy chain brands, price, facilities, convenience, employee knowledge, and selling skills had positively influenced loyalty (p < 0.05). Pharmacies should apply competitive strategies that prioritize valued services, adapt to customer expectations, and build loyal clientele for a distinct market advantage.

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Additional details

Cites
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Has part
Figure: 10.3897/pharmacia.72.e151257.figure1 (DOI)
Figure: 10.3897/pharmacia.72.e151257.figure3 (DOI)
Figure: 10.3897/pharmacia.72.e151257.figure2 (DOI)

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