Resumen

MORENO MENENDEZ, Fabricio Miguel et al. Evaluation of Service Quality in Medication Dispensing and Its Impact on Customer Loyalty at Botica Luzmedic, Satipo. e-Rev. Multidiscip. Saber [online]. 2024, vol.2, e-RMS04112024.  Epub 03-Jun-2025. ISSN 2960-2467.  https://doi.org/10.61286/e-rms.v2i.96.

The evaluation of the quality of service in the dispensing of medications and customer loyalty at BOTICA LUZMEDIC in the province of Satipo focused on establishing the relationship between these two variables. The methodology employed included a general approach and a specific hypothetical-deductive method, with a relational level and a quantitative design. This was a non-experimental, cross-sectional, descriptive study. The population consisted of 256 customers from BOTICA LUZMEDIC, from which a representative sample of 153 customers was selected. A questionnaire was used as the data collection instrument, applied through surveys, and statistical analysis was conducted using the Spearman Rho test with SPSS software.The results indicated a weak positive correlation between the quality of service in medication dispensing and customer loyalty, with a Spearman Rho coefficient of (r = 0,419) and a p-value of 0,000. Additionally, it was found that 39.7% of respondents considered the quality of service to be adequate, while 32,7% expressed dissatisfaction with certain aspects of the dispensing process. These findings led to the rejection of the null hypothesis and acceptance of the alternative hypothesis, suggesting that there is a significant link between both variables. In conclusion, the results highlight the need to improve service quality as a fundamental strategy to enhance customer loyalty at BOTICA LUZMEDIC, proposing specific actions in critical areas to optimize the customer experience.

Palabras clave : quality of service; medication dispensing; customer; loyalty.

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