Factors affecting customer satisfaction with service quality at Long Chau Pharmacy stores in Nha Trang
Published: August 26, 2026
doi:10.62831/nckh.2026.3563.v1
Abstract
This study identifies and evaluates service-quality factors affecting customer satisfaction at Long Chau Pharmacy stores in Nha Trang. The research model comprises five dimensions: physical aspects, reliability, personal interaction, problem solving, and policy. Customer survey data were analyzed using PLS-SEM with SmartPLS 4. The findings show that policy, personal interaction, and physical aspects have positive and statistically significant effects on customer satisfaction, with policy exerting the strongest influence. In contrast, reliability and problem solving are not statistically significant in the model. Based on these results, the study proposes managerial implications for improving service quality, enhancing customer experience, strengthening staff-customer interaction, and refining service policies to increase customer satisfaction in pharmaceutical retail.
Keywords
service qualitycustomer satisfactionLong Chau PharmacyPLS-SEMNha Trang
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