Effect of Customer Co-Operation Capability and Corporate Image on Firm Financial Performance with Mediating Role of Customer Loyalty

Customer loyalty is very essential for better performance of any business. This study envisioned to investigate the influence of customer cooperation capability and corporate image on financial performance of pharmaceutical firms. This study also aimed to investigate the mediation effect of customer loyalty between the relationship of customer cooperation capability and corporate image with financial performance. For the achievement of objectives of the study, quantitative research approach with cross-sectional research method adopted. PLS statistical software was employed data analysis. This study found that customer cooperation capability and corporate image have significant and positive influence on customer loyalty and customer loyalty enhance the financial performance of Indonesian SMEs. Moreover, results also illustrated that customer loyalty has significant mediation role between customer cooperation capability and corporate image and financial performance of Indonesian pharmaceutical firms. The study contributes in existing body of literature and offer fresh empirical evidence regarding the influence of customer cooperation capability and corporate image on financial performance of Indonesian pharmaceutical firms. Findings of this study are significant for policy makers of pharmaceutical firms.