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which shows that the customers of the pharmacy don’t have much expectations on the product quality which include the product variety and
product durability. It was concluded that in this study, product quality did not matter, nor did it have no positive and significant impact on
customer satisfaction with Muhibbah Jaya Pharmacy.

H3: Facilities have a positive and significant impact on customer satisfaction with pharmacy.

The facilities have a positive and significant impact on customer satisfaction with pharmacy. Accept this proposed hypothesis by referring
to the significant value (p-value) in the regression analysis. This hypothesis was accepted with p-value at 0.041 (p<0.05). The finding is
consistent with Hui et al. (2013) which stated facilities play an important role in customer satisfaction. The previous research of Harisman
el al. (2021) also found that the facility significantly and positively affects customer satisfaction at pharmacy. As a result, it may be stated
that the facility must exist in the organization before a subscription can be given. The facilities' interior and external design, as well as their
cleanliness, must be maintained, particularly in terms of what the client feels immediately. Nawangwulan et al. (2012) findings show that
building conditions and facilities have a significant impact on consumer satisfaction. The findings are also in line with previous research by
Azhar et al. (2019) and Faeni & Faeni (2018) which found the facility is positive and significant impact on customer satisfaction. Thus, this
means the facilities have a positive and significant impact on customer satisfaction with Muhibbah Jaya Pharmacy. During peak periods,
customers may have to wait in line at the pharmacy to purchase medications. As a result, customers appear to be more satisfied with a
pharmacy that has a pleasant waiting area (Do and Foulon, 2018). In this dimension, three items are examined, namely store layout,
cleanliness and atmosphere, and product display. In the customer satisfaction level analysis, facilities get 89.3% score which is a high
satisfaction level. Muhibbah Jaya Pharmacy may maintain or improve the facilities as when the facilities improve, it will improve the
customer satisfaction with the pharmacy.

H4: Reliability has a positive and significant impact on customer satisfaction with pharmacy.

The research findings show that reliability has a positive and significant impact on customer satisfaction with pharmacy. The results from
regression analysis show the hypothesis is accepted by having a p-value at 0.000 (p<0.05). This result is in line with previous research from
Barusman (2019), Janahi and Mubarak (2017), and Minh et al. (2015). In contrast, this research finding is inconsistent with Munusamy et al
(2010), which responded that reliability has no significant impact on customer satisfaction. However, dimensions of reliability include
honouring promises, providing accurate and timely service, and ensuring a safe and secure stay (Minh et al., 2015). Research from Fauziah
et al. (2019) found that reliability is the important dimension in determining the customer satisfaction of a pharmacy. Customers of a
pharmacy will certainly expect the pharmacy to deliver the service at the promised time. In this research, the reliability dimension is evaluated
by the accuracy of receipt, correct product price and reservation promise. Customers of Muhibbah Jaya Pharmacy give a high satisfaction
level to this dimension with 88.8%. The analysis shows the pharmacy has achieved their customer expectation on reliability. To conclude
this, the reliability has a positive and significant impact on customer satisfaction with Muhibbah Jaya Pharmacy. The pharmacy may maintain
and can have an improvement in order to increase higher customer satisfaction.

H5: Process has a positive and significant impact on customer satisfaction with pharmacy.

The fifth hypothesis is accepted in this study. Process factor has a positive and significant impact on customer satisfaction with pharmacy.
This hypothesis was accepted with p-value at 0.032 (p<0.05). The finding is consistent with previous research from Chan and Wong (2006),
Khatab at al. (2019) and Ortiz (2020), where the process has a positive and significant impact on customer satisfaction. Keshavarz and
Jamshidi (2018) supported that process quality has a significant relationship with customer satisfaction. The items investigated under this
dimension are the operation time and transaction process at counters. Customers frequently wish to purchase medications at any time, thus
a pharmacy that is open throughout business hours has an impact on customer satisfaction (Do and Foulon, 2018). By referring to the customer
satisfaction level analysis, the process dimension has the highest score of all dimensions at 94%. The results show the customers of Muhibbah
Jaya Pharmacy have a high satisfaction level to their operation time and transaction process. Pharmacy can maintain or improve service
processes to achieve higher levels of customer satisfaction since the process has a significant impact on customer satisfaction. Improvements
to processes are vital since they will lower total prescription fulfilment time, enhance consumer satisfaction, and improve the pharmacy's
organisation and structure (Ortiz, 2020). In conclusion, the process dimension has the highest level of customer satisfaction and has a positive
and significant impact on customer satisfaction with pharmacy.

H6: Value for money has a positive and significant impact on customer satisfaction with pharmacy.

The research found that the value for money has a positive and significant impact on customer satisfaction with pharmacy. The result shown
at multiple regression analysis obtained the significant value (p-value) of value for money is 0.000 (p < 0.05). Therefore, this hypothesis is
accepted: Value for money has a positive and significant impact on customer satisfaction with Muhibbah Jaya Pharmacy. The result is
inconsistent with previous research from Sriratanavit (2015) and Harisman el al. (2021) which proved that drug price does not significantly
affect customer satisfaction at the pharmacy. However, the research outcome is consistent with the previous from Indriana (2021), Guhl et
al. (2019) and Celil Cakici et al. (2019), which showed the customer value has a positive impact on customer satisfaction. The element under
value for money in this research is the competitive price and the frequency of promotions or discounts. With a beta value of 0.385, value for

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