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FORMOSA NEWS - Yogyakarta - Three Key Factors Unlocking Customer Satisfaction in Sleman's Pet Care Industry. The booming community interest in raising companion animals is opening massive economic opportunities while triggering fierce competition among retail pet shops and veterinary clinics. Responding to these fast-changing market dynamics, researchers Dimas Wahyu Setyo Adjie and Subarjo from Universitas Mercubuana Yogyakarta published a comprehensive study in 2026 analyzing how businesses can secure sustainable consumer loyalty by strengthening service quality, price transparency, and brand trust. This local market evaluation offers crucial strategic insights for micro, small, and medium enterprises (MSMEs) trying to preserve their business stability amidst a surge of emerging competitors.
High-Stakes Competition in Veterinary and Pet Retail Markets
In recent years, pets have evolved from simple hobbies into integral members of the family, providing immense physical and emotional health benefits to their owners. This deep psychological bond drives pet owners to allocate significant time and financial budgets to guarantee the welfare and happiness of their animals. Consequently, the domestic veterinary service market has experienced rapid growth, marked by a rising number of animal clinics and specialized retail pet shops across major Indonesian regions. However, this commercial expansion has generated highly competitive conditions at the local municipality level. In the Kadisoka area of Sleman Regency, for instance, at least eight distinct pet shops and animal clinics operate within the same neighborhood. This dense concentration forced the management of KitKat Elegance PetShop & PetCare a rising integrated animal health facility and retail store established in August 2024 to constantly evaluate its operational performance to maintain its market share.
Methodological Framework for Evaluating Consumer Perceptions
To measure consumer sentiment accurately, the research team at Universitas Mercubuana Yogyakarta designed a structured quantitative study rooted in positivism. Primary data was gathered via a field survey using standardized questionnaires distributed directly to visitors who purchased commercial retail goods or utilized medical services at KitKat Elegance Petshop & Petcare.
Empirical Findings: The Three Pillars of Client Retention
The final statistical outputs generated by the Universitas Mercubuana Yogyakarta researchers proved that service quality, price, and trust all exert strong, positive, and statistically significant influences on customer satisfaction, both individually (partially) and when acting together (simultaneously).
The specific data points from the statistical regression models include:
The conclusions drawn by Dimas Wahyu Setyo Adjie and Subarjo provide an actionable blueprint for pet care managers, animal clinic directors, and general retail business owners. Service providers cannot rely entirely on aggressive price-slashing tactics ; they must balance competitive pricing with reliable medical execution and high safety assurances. Maintaining open billing clarity and cost transparency during medical operations is vital for preventing the loss of consumer trust. When a local business seamlessly combines empathetic staff interactions, certified professional care, clean facilities, and fair pricing, long-term brand loyalty follows naturally. This structural harmony ultimately triggers valuable organic word-of-mouth recommendations across regional pet communities.
Author Profiles
Dimas Wahyu Setyo Adjie is a marketing researcher at Universitas Mercubuana Yogyakarta. His professional research focuses on retail consumer behavior, small enterprise development, and the operational management of veterinary service providers.
Subarjo is a senior academic and faculty member at Universitas Mercubuana Yogyakarta. He specializes in organizational performance engineering, human resource management strategies, and service industry marketing dynamics.
Source
Dimas Wahyu Setyo Adjie & Subarjo 2026. The Influence of Service Quality, Price, and Trust on Customer Satisfaction (A Case Study of Customers at Kitkat Elegance Petshop and Petcare Kadisoka). Formosa Journal of Applied Sciences (FJAS). Vol. 5, No. 5 2026: 1179-1198
DOI:https://doi.org/10.55927/fjas.v5i5.65
https://journalfjas.my.id/index.php/fjas
High-Stakes Competition in Veterinary and Pet Retail Markets
In recent years, pets have evolved from simple hobbies into integral members of the family, providing immense physical and emotional health benefits to their owners. This deep psychological bond drives pet owners to allocate significant time and financial budgets to guarantee the welfare and happiness of their animals. Consequently, the domestic veterinary service market has experienced rapid growth, marked by a rising number of animal clinics and specialized retail pet shops across major Indonesian regions. However, this commercial expansion has generated highly competitive conditions at the local municipality level. In the Kadisoka area of Sleman Regency, for instance, at least eight distinct pet shops and animal clinics operate within the same neighborhood. This dense concentration forced the management of KitKat Elegance PetShop & PetCare a rising integrated animal health facility and retail store established in August 2024 to constantly evaluate its operational performance to maintain its market share.
Methodological Framework for Evaluating Consumer Perceptions
To measure consumer sentiment accurately, the research team at Universitas Mercubuana Yogyakarta designed a structured quantitative study rooted in positivism. Primary data was gathered via a field survey using standardized questionnaires distributed directly to visitors who purchased commercial retail goods or utilized medical services at KitKat Elegance Petshop & Petcare.
The academic model developed by Dimas Wahyu Setyo Adjie and Subarjo evaluated four distinct operational dimensions:
- Service Quality ($X_1$): Evaluated across 5 core service dimensions using 15 detailed assessment items, tracking parameters such as employee responsiveness, technical staff competence, medical facility cleanliness, and processing efficiency.
- Price ($X_2$): Analyzed through 4 key indicators and 7 metrics focused on rate affordability, price-to-benefit matching, and local market competitiveness.
- Trust ($X_3$): Measured using 3 behavioral indicators and 7 metrics evaluating information honesty, institution reputation, and employee sincerity.
- Customer Satisfaction ($Y$): Documented using 3 indicators via 9 targeted questions addressing met expectations, repeat visit intent, and customer recommendation willingness.
Empirical Findings: The Three Pillars of Client Retention
The final statistical outputs generated by the Universitas Mercubuana Yogyakarta researchers proved that service quality, price, and trust all exert strong, positive, and statistically significant influences on customer satisfaction, both individually (partially) and when acting together (simultaneously).
The specific data points from the statistical regression models include:
- The Critical Value of Superior Service Quality. The partial T-test for service quality yielded a $t_{count}$ value of 2.678, comfortably exceeding the critical $t_{table}$ threshold of 1.984. The recorded significance value stood at 0.009, well below the standard 0.05 margin. This shows that improving basic service delivery increases consumer satisfaction. According to the descriptive statistics, the highest satisfaction rankings were driven by the shop's advanced diagnostic equipment (including full blood analyzers, ultrasonography (USG), and electrocardiograms (EKG)) and high standards of facility cleanliness.
- Price Affordability as the Dominant Market Driver. Price emerged as the single most powerful factor affecting client satisfaction in this competitive zone. The statistical data revealed a $t_{count}$ of 4.687 for the price variable, coupled with a highly significant value of 0.000. The researchers discovered that frequent monthly bundles and promotional grooming discounts offered by KitKat Elegance Kadisoka were highly effective at capturing price-sensitive consumers.
- Professional Kredibility and Brand Trust. The trust variable recorded a powerful $t_{count}$ of 3.212 with a significance value of 0.002. Consumers expressed high levels of satisfaction when pet care staff demonstrated genuine sincerity, empathy, and transparent communication regarding their animal's medical status. Mitigating perceived risks during complex medical treatments helps establish long-term relational loyalty with pet owners.
- Collective Impact and Model Strength. The simultaneous F-test produced a high value of 34.135, far surpassing the baseline $F_{table}$ requirement of 3,087, with an absolute significance of 0.000. Taken together, service quality, price, and trust dictate the overall success of consumer retention. The calculated Adjusted R Square value reached 0.494, proving that this three-factor framework accounts for exactly 49.4% of the variations in customer satisfaction, while the remaining 50.6% relates to external variables outside this study's scope.
The conclusions drawn by Dimas Wahyu Setyo Adjie and Subarjo provide an actionable blueprint for pet care managers, animal clinic directors, and general retail business owners. Service providers cannot rely entirely on aggressive price-slashing tactics ; they must balance competitive pricing with reliable medical execution and high safety assurances. Maintaining open billing clarity and cost transparency during medical operations is vital for preventing the loss of consumer trust. When a local business seamlessly combines empathetic staff interactions, certified professional care, clean facilities, and fair pricing, long-term brand loyalty follows naturally. This structural harmony ultimately triggers valuable organic word-of-mouth recommendations across regional pet communities.
Author Profiles
Dimas Wahyu Setyo Adjie is a marketing researcher at Universitas Mercubuana Yogyakarta. His professional research focuses on retail consumer behavior, small enterprise development, and the operational management of veterinary service providers.
Subarjo is a senior academic and faculty member at Universitas Mercubuana Yogyakarta. He specializes in organizational performance engineering, human resource management strategies, and service industry marketing dynamics.
Source
Dimas Wahyu Setyo Adjie & Subarjo 2026. The Influence of Service Quality, Price, and Trust on Customer Satisfaction (A Case Study of Customers at Kitkat Elegance Petshop and Petcare Kadisoka). Formosa Journal of Applied Sciences (FJAS). Vol. 5, No. 5 2026: 1179-1198
DOI:
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