Evaluating the influence of service quality dimensions on customer loyalty in community pharmacy practice

Community pharmacies play a vital role in delivering primary healthcare services, particularly in developing countries where accessibility and affordability are critical. In recent years, the concept of service quality has gained increasing attention as a determinant of customer satisfaction and loyalty. This study evaluates the dimensions of service quality in community pharmacy practice and examines their influence on customer loyalty. The research adopts a conceptual and analytical approach by integrating established service quality frameworks with pharmaceutical care practices. Key dimensions such as accessibility, pharmacist competence, interpersonal behavior, drug availability, counseling effectiveness, and pricing transparency are analyzed. The study finds that relational aspects of service delivery, especially pharmacist–patient interaction and counseling, have a stronger impact on customer loyalty compared to structural factors. The findings highlight the need for community pharmacies to adopt patient-centered service models to enhance long-term customer relationships and healthcare outcomes. Community pharmacies play a vital role in delivering primary healthcare services. This study evaluates service quality dimensions and their influence on customer loyalty. Findings indicate that pharmacist behavior and counseling significantly impact loyalty.