DETERMINATS OF CUSTOMER SATISFACTION IN PHARMACEUTICAL FUND AND SUPPLY AGENCY

Abstract

The focus on customer satisfaction in Pharmaceutical Fund and Supply Agency is becoming extremely prevalent as it is being employed to keep existing customers from switching to other supply and to sell them more services, and to attract customers from community and competitors. The objective of the study is to investigate the determinants of customer satisfaction and to examine the effects of service quality, developing stronger relationship with customers, and corporate image on customer satisfaction. Primary data was collected from respondents that were selected from customers of Pharmaceutical Fund and Supply Agency,. In addition, relevant ideas were collected from secondary sources for comparison of professional and accurate business transaction with services of pharmacist to determine the relationship between dependent and independent variables Pearson chi square test was applied. In addition, to determine the relative importance of variables the econometrics model known as logistic regression model was used.. The results of the study reveals that having employees who give customers personal attention, having customers’ best interest at heart, owning employees who understand customers specific needs, creating stable relationship customers, and possessing excellent quality of management, are the variables that are statistically significant and have influence on customer satisfaction. The conclusion of the study reveal that having employees who give customers personal attention, having customers’ best interest at heart, owning employees who understand customers specific needs, creating stable relationship customers, and possessing excellent quality of management, are the variables that are statistically significant and have influence on customer satisfactions in PFSA.