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competitive, retailers are being forced to improve their aisle and display management methods. According to Burke (2005), aisle
management entails the appropriate arrangement of categories in store aisles to optimize the shopping experience of customers.
According to Yuen and Chan (2010), physical features such as a nice store layout and appealing service materials offer clients a positive
impression and attitude toward the store. The pharmacy was expanded and combined with two store places. This dimension will consist
of three elements, which are the store layout, cleanliness and atmosphere, and product display. Relying on explanation given above,
researcher hypothesis:

H 3: Facilities have a positive and significant impact on customer satisfaction with pharmacy.

2.4.4 RELIABILITY

Reliability relates to how much trust the pharmacy personnel and organisation may be granted, for example, through factors such
as correct billing. According to Yang and Fang (2004), dependability includes an accurate order of fulfilment, an accurate record, an
accurate quote, an accurate invoicing, and an accurate calculation of commissions, all of which maintain the service promising to the
customer. Reliability refers to a company's capacity to deliver services precisely and reliably as promised, whereas trustworthiness refers
to behaviour that entails accepting others' trust (Barusman, 2019). Referring to Iberahim et al. (2016), reliability relates to an
organization's capacity to provide anticipated standards at all times, how it handles customer service problems, executing the proper
services the first time, providing services on schedule, and keeping an error-free record. “Reliability refers to the promises given by the
store. If the store cannot keep or breaks the promises, it dissatisfied customers and results in negative word-of-mouth. In contrast, when
the company is able to keep its promises, it increases customer confidence in the store and creates customer satisfaction and leads to
loyalty”, (Yuen & Chan, 2010, p236). The pharmacy currently has 4 employees ready to serve customers and provide reservation services
when stocks last. Reliability dimension will consist of three elements which are accuracy of receipt, correct product price, and reservation
promise. Therefore, following hypothesis was generated:

H 4: Reliability has a positive and significant impact on customer satisfaction with pharmacy.

2.4.5 PROCESS

Waiting time at a retail store, according to Katz et al. (1991), is an experience that might contribute to consumer dissatisfaction.
As a result, Hui et al. (1997) contends that waiting time might have a negative impact on a customer's store patronage behaviour. Waiting
in line may frequently have a negative impact on the rest of a client's experience with a particular company (Mwangi and Ombuni, 2015).
Two factors will be used to measure the process: opening hours and transaction process at counters. It is critical to control these process
factors in service delivery since they may make or break customer satisfaction. The pharmacy is open from 9 am to 8 pm every day,
except on Sundays. Operation time for Sunday will be from 9 am to 2 pm and the pharmacy is only closed a total of six days a year
during the federal public holidays. For the transaction process, there is only one payment counter in the pharmacy but three staff are
ready for the services at the counter. Therefore, following hypothesis was generated:

H 5: Process has a positive and significant impact on customer satisfaction with pharmacy.

2.4.6 VALUE FOR MONEY

Value for money, as defined by Ciavolino and Dahlgaard (2007), is the perceived degree of quality in relation to the price paid for
a product or service. Ryu et al. (2008) measure value for money as the consumers' assessment of what has been received and what has
been given. According to Flint and Woodruff (2001), value for money can be defined as the value that a product provides to a consumer,
taking into consideration all of its concrete and intangible qualities. The value of money is defined as a tradeoff between consumer
sacrifices (prices) and receivables. The utilitarian view of value for money is the greatest indication for measuring customers' total
tradeoffs between price and usefulness (Kashyap and Bojanic, 2000). The value of money here is determined by competitive product
price, frequency of discounts or promotions. The pharmacy proposes membership days twice a year and cooperates with the promotion
activities of the product suppliers irregularly. The most advantageous mix of cost, quality, and sustainability to meet customer
requirements is characterised as best value for money. Therefore, following hypothesis was generated:

H 6: Value for money have a positive and significant impact on customer satisfaction with pharmacy.

2.4.7 SERVICES QUALITY

Service quality is a very important component in any business-related activity. Service quality is defined as a comparison of
customer expectations with service performance (Borgave & Koranne, 2016). Service refers to the essential characteristics of a particular
service, while quality refers to the use of primarily user-based methods. Along with service quality, quality refers to the value of service
to customers (Ali et al., 2021). According to Agyapong (2011) there is a positive relationship between service quality and customer
satisfaction. Service quality may alternatively be described as the gap between the customer's expectations and their perceptions of the
service received (Munusamy et al., 2010). According to the service quality theory (Oliver, 1980) recited by Munusamy et al. (2010),
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