Customer loyalty to the retail pharmacy: present and future of the Portuguese market

Leandro Pereira, Letícia Quental, Renato Lopes da Costa, Álvaro Dias and Rui Gonçalves

International Journal of Logistics Systems and Management, 2024, vol. 48, issue 1, 92-119

Abstract: Pharmacies should retain their customers to ensure their sustainability. The most relevant factors for this are store experience, technological evolution, digital presence, portfolio of services and quality of counselling. The analysis of the methodology was carried out by the 'Pereira problem solving research methodology' and with the research goals, it was intended to understand the causes of the lack of loyalty, the trend, loyalty strategies, its benefits, and the impact of the loss of proximity. The results allow us to understand that there is less customer loyalty. The main impact of the loss of proximity is the lack of pharmaceutical advice. The main reason for the lack of loyalty is the greater convenience in making purchases in other places. The best strategy to retain customers is to guarantee the quality of the counselling provided. There are benefits in this loyalty, like a greater knowledge of the customer's consumption history.

Keywords: pharmacy; customer; engagement; communication; proximity; loyalty. (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=138867 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijlsma:v:48:y:2024:i:1:p:92-119

Access Statistics for this article

More articles in International Journal of Logistics Systems and Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().