38
Volume 5, Issue 10: Special Issue
(EJAR)
ISSN: 2181-2020
MPHAPP
THE 6TH INTERNATIONAL SCIENTIFIC AND PRACTICAL
CONFERENCE
“
MODERN PHARMACEUTICS: ACTUAL
PROBLEMS AND PROSPECTS
”
TASHKENT, OCTOBER 17, 2025
in-academy.uz
LOYALTY PROGRAM "HEALTH CLUB" FOR SYRIAN PHARMACIES
Yehia A.
1
Spichak I.V.
2
Zhirova I.V.
3
Belgorod State National Research University, Belgorod, Russia
e-mail: Ameryehia7@gmail.com
https://doi.org/10.5281/zenodo.17312270
Relevance:
Pharmacies in Syria face chronic supply disruptions, price volatility, and reduced
consumer purchasing power. At the same time, patients are increasingly sensitive to even small
fluctuations in price, creating heightened demand for transparency and fairness in pharmacy–patient
transactions. Local competition among community pharmacies adds another layer of pressure, as
businesses must differentiate themselves not only by product range but also by the quality of service
and patient engagement. Under such conditions, the absence of formalized loyalty mechanisms limits
the ability of pharmacies to retain customers, who often switch providers in search of lower costs or
better availability. Introducing a locally adapted loyalty program represents more than a marketing
tool; it becomes a mechanism of social responsibility that provides immediate financial relief to
patients, builds long-term trust, and establishes pharmacies as reliable healthcare partners rather than
mere retail outlets.
Purpose of the study:
To present a feasible loyalty program tailored for Syrian community
pharmacies that increases customer retention, supports financially vulnerable patients, and elevates
the positive image of the pharmacy.
Materials and Methods:
Program design relied on a comparative analysis of Russian
pharmacies loyalty programs and a survey of 417 Syrian respondents assessing factors affecting
pharmacy image.
Results:
The proposed model, “Health Club,” is structured as a point-based loyalty system with
three progressive tiers designed to reflect patient engagement and purchasing behavior. At the Bronze
level, every customer has access to the standard points mechanism, ensuring inclusivity and ease of
understanding. The Silver tier is reserved for regular clients with expenditures of at least 1,000,000
SYP within six months, and it offers a 15% bonus on points in addition to eligibility for seasonal
promotions on over-the-counter (OTC) medicines and cosmetics. The Gold tier targets patients with
chronic diseases or high annual spending of 1,800,000 SYP or more, providing 25% bonus points,
preferential discounts on essential chronic medications, and automated medication reminders
delivered via SMS or WhatsApp to support adherence .
The financial mechanism is straightforward: 1 point is earned for each 1,000 SYP spent, and
each point is equivalent to 50 SYP when redeemed. Points may be applied to cover up to 30% of the
value of a purchase, ensuring that discounts are meaningful while maintaining pharmacy revenue
stability. Beyond direct savings, patients can choose to donate accumulated points to a designated
patient-support fund, thereby linking individual consumption with collective social benefit. The
design is intentionally scalable. Pharmacies can start with low-cost solutions such as paper or virtual
cards supported by a local database, then transition to digital tools (e.g., a WhatsApp-bot or a mobile
application) as the program grows. By combining financial incentives, health-oriented services, and
a social dimension, the “Health Club” loyalty program creates a sustainable framework that
strengthens customer retention, improves medication adherence, and enhances the overall
institutional image of Syrian pharmacies.
39
Volume 5, Issue 10: Special Issue
(EJAR)
ISSN: 2181-2020
MPHAPP
THE 6TH INTERNATIONAL SCIENTIFIC AND PRACTICAL
CONFERENCE
“
MODERN PHARMACEUTICS: ACTUAL
PROBLEMS AND PROSPECTS
”
TASHKENT, OCTOBER 17, 2025
in-academy.uz
Conclusions:
The proposed “Health Club” loyalty program provides a practical, low-cost, and
socially oriented solution for Syrian pharmacies. By combining a simple point-based mechanism with
multi-level participation, it directly addresses patient priorities such as affordability, and service
quality. A phased rollout, starting with a paper-based pilot and gradually integrating digital tools,
ensures feasibility under current economic conditions. The program is expected to improve customer
retention, strengthen institutional reputation, and generate long-term social value by linking loyalty
benefits with community support initiatives.
