000			03264nam a22003137a 4500
003			KOHA
005			20230418144245.0
008			230322d2022 cy ||||| m||| 00| 0 eng d
040			_aCY-NiCIU _beng _cCY-NiCIU _erda
041			_aeng
090			_aYL 2794 _bA63 2022
100	1		_aAmarahobu, Cynthia Chiamaka
245	1	0	_aTHE IMPACT OF PHARMACY SERVICE QUALITY AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY / _cCYNTHIA CHIAMAKA AMARAHOBU; SUPERVISOR: DR. HOMAYOUN PASHA SAFAVI
264			_c2022
300			_a63 sheets; _c31 cm. _eIncludes CD
336			_2rdacontent _atext _btxt
337			_2rdamedia _aunmediated _bn
338			_2rdacarrier _avolume _bnc
502			_aThesis (MBA) - Cyprus International University. Institute of Graduate Studies and Research Business Administration Department
504			_aIncludes bibliography (sheets 42-57)
520			_aABSTRACT 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
650		0	_aConsumers _vDissertations, Academic
650		0	_aLoyalty _vDissertations, Academic
650		0	_aPharmacy _vDissertations, Academic
650		0	_a Satisfaction _vDissertations, Academic
700	1		_aSafavi, Homayoun Pasha _esupervisor
942			_2ddc _cTS
999			_c290025 _d290025