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Moreover, there are limitations to conducting an investigation, especially during the Covid-19 pandemic. With offline surveys, most
targeted respondents are reluctant to conduct in-person surveys during this pandemic. Regarding the method of the online survey, as a
limitation of connecting the target respondents online, the researchers asked the pharmacy owner for a membership list to distribute the
survey through the customer WhatsApp number. This resulted in a high level of satisfaction for most respondents as most respondents were
members of the pharmacy. For future research, it should reduce the loyal consumer or high satisfaction-based respondents to answer the
customer satisfaction survey. Due to constraints in distributing the survey, the study had a small number of respondents, only 155 respondents.
Future research needs to increase the number and variety of respondents. These will improve the accuracy of the data, and lead to better results
and analysis.
Finally, the quantitative method used in this study also has limitations. Future researchers can engage in two-way communication with
respondents through qualitative research such as interviews, where researchers can clearly explain research areas and gain deeper insights
from respondents.

■ 6.0 APPRECIATION

Here I am very grateful to my parents, advisor and friends for their guidance, encouragement and help throughout the research process.
Additionally, I would like to sincerely thank the pharmacy owner for her generosity in supporting the survey by providing each respondent
with membership points. It is difficult to conduct an offline survey especially during the pandemic period. I would also like to thank each of
the respondents for their willingness to take the time and effort to answer my questionnaire. Their generous participation allowed me to
successfully complete this dissertation.

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