Amarahobu, Cynthia Chiamaka <br/><br/>
THE IMPACT OF PHARMACY SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY / 
CYNTHIA CHIAMAKA AMARAHOBU; SUPERVISOR: DR. HOMAYOUN PASHA SAFAVI 
 - 63 sheets;  31 cm.  Includes CD 
<br/><br/>Thesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department 
<br/><br/>Includes bibliography (sheets 42-57) 
<br/><br/> ABSTRACT<br/>Pharmaceutical services have extended immensely above offering medicine supply<br/>services to turn out to be more patient-focused. There are several pharmaceutical<br/>factors that can influence patient satisfaction. Customers are known most of the time<br/>for assessing the quality of a product or service by considering some important<br/>attributes that associate with the quality. Firms should take into cognizant attributes<br/>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<br/>study is to assess the impact of pharmacy service and customer satisfaction on<br/>customer loyalty. The quantitative research method was used in this study. The<br/>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<br/>components, medication teaching, service promptness, pharmacist’s attitude, medication supply and pharmacy location adopted from Barghouth, Al-Abdallah &<br/>Abdallah, (2021), and customer Satisfaction comprises 5 items adopted from<br/>Prakasam, (2010) and customer loyalty consists of 4 items adopted from<br/>Mandhachitara & Poolthong, (2011). Descriptive statistics, correlation and regression<br/>analyses were conducted. The result suggests that there is a positive correlation<br/>between pharmacy service quality, customer satisfaction and customer loyalty. Also, pharmacy service dimensions’ variables, pharmacist attitude, medication supply and<br/>pharmacy location were found to significantly impact customer loyalty. Furthermore, medication teaching and service promptness, do not significantly impact customer<br/>loyalty. As society turns out to be more dependent upon innovation, pharmacies<br/>might have to embrace the developments and use them to more prominent benefit to<br/>further develop pharmacy service and possibly increase patient fulfillment. Keywords: Customer, Loyalty, Pharmacy, Quality, Satisfaction, and Service 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumers--Dissertations, Academic<br/>Loyalty--Dissertations, Academic<br/>Pharmacy--Dissertations, Academic<br/> Satisfaction--Dissertations, Academic