Assessing Customer Loyalty with the Online and In-Store Shopping Convenience of Private Pharmacies in Kuwait
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Dr. Wael Abdallah, Bushrah Al-Fakeh, and Mary McNally
Abstract This study aims to assess the impact of in-store shopping and online platforms for shopping convenience on customers’ loyalty in Private Pharmacies in Kuwait. Further, with this new knowledge, private pharmacy retailers can better grasp how to satisfy their customers. The current study uses a quantitative strategy, deductive approach, explanatory type, and cross-sectional time horizon. The questionnaire survey was used to collect data from customers over 18 years old using convenience sampling. A hierarchical component model was used to analyze the data and to minimize the number of relationships in the structural model. SmartPLS-4 software was used for the calculation. Results demonstrated that online shopping convenience was more significant than in-store shopping convenience in promoting customer loyalty in private pharmacies in Kuwait.