THE IMPACT OF PHARMACY SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY / CYNTHIA CHIAMAKA AMARAHOBU; SUPERVISOR: DR. HOMAYOUN PASHA SAFAVI
Dil: İngilizce 2022Tanım: 63 sheets; 31 cm. Includes CDİçerik türü:- text
- unmediated
- volume
Thesis
| Materyal türü | Geçerli Kütüphane | Koleksiyon | Yer Numarası | Durum | Notlar | İade tarihi | Barkod | Materyal Ayırtmaları | |
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Thesis
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CIU LIBRARY Tez Koleksiyonu | Tez Koleksiyonu | YL 2794 A63 2022 (Rafa gözat(Aşağıda açılır)) | Kullanılabilir | Business Administration Department | T3133 | |||
Suppl. CD
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CIU LIBRARY Görsel İşitsel | YL 2794 A63 2022 (Rafa gözat(Aşağıda açılır)) | Kullanılabilir | Business Administration Department | CDT3133 |
CIU LIBRARY raflarına göz atılıyor, Raftaki konumu: Tez Koleksiyonu, Koleksiyon: Tez Koleksiyonu Raf tarayıcısını kapatın(Raf tarayıcısını kapatır)
Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
Includes bibliography (sheets 42-57)
ABSTRACT
Pharmaceutical services have extended immensely above offering medicine supply
services to turn out to be more patient-focused. There are several pharmaceutical
factors that can influence patient satisfaction. Customers are known most of the time
for assessing the quality of a product or service by considering some important
attributes that associate with the quality. Firms should take into cognizant attributes
or qualities that may significantly lower customer satisfaction, level of performance, or quality of the product based on the individual's own experience. The aim of the
study is to assess the impact of pharmacy service and customer satisfaction on
customer loyalty. The quantitative research method was used in this study. The
participants of the study consist of 401 students of Cyprus International University. The survey instrument consists of pharmacy service which comprise 22 items with 5
components, medication teaching, service promptness, pharmacist’s attitude, medication supply and pharmacy location adopted from Barghouth, Al-Abdallah &
Abdallah, (2021), and customer Satisfaction comprises 5 items adopted from
Prakasam, (2010) and customer loyalty consists of 4 items adopted from
Mandhachitara & Poolthong, (2011). Descriptive statistics, correlation and regression
analyses were conducted. The result suggests that there is a positive correlation
between pharmacy service quality, customer satisfaction and customer loyalty. Also, pharmacy service dimensions’ variables, pharmacist attitude, medication supply and
pharmacy location were found to significantly impact customer loyalty. Furthermore, medication teaching and service promptness, do not significantly impact customer
loyalty. As society turns out to be more dependent upon innovation, pharmacies
might have to embrace the developments and use them to more prominent benefit to
further develop pharmacy service and possibly increase patient fulfillment. Keywords: Customer, Loyalty, Pharmacy, Quality, Satisfaction, and Service