The effect of customer orientation on customer satisfaction and examining the mediating effect of service quality : a case study at pharmacy one

الجامعة

جامعة الشرق الأوسط

الكلية

كلية الأعمال

القسم الأكاديمي

قسم إدارة الأعمال

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2015

الملخص الإنجليزي

The main objective of this study is to investigate the effect of customer orientation on customer satisfaction and examining the mediating effect of service quality in the relationship between customer orientation and customer satisfaction at Pharmacy One in Jordan.

The study population consisted of the customers of pharmacy one in its 41 branches located in Amman; that offer different pharmaceutical services to customers when needed.

The researcher chooses a convenience sample from the customers who will visit pharmacy one branches during the period of the study that is consisting of (248) respondents.

In order to achieve the objectives of the study, a questionnaire was designed, consisting of (47) items so as to gather the information from the study sample.

The Statistical Package for Social Sciences (SPSS) program and Amos Program were used to analyze and examine the hypothesis.

The results of this study stated that at level (a £ 0.05) There is a significant statistical effect of customer orientation on customer satisfaction as well as a significant statistical effect of service quality (Tangibility, Reliability, Responsiveness, Assurance and Empathy) on customer satisfaction and also a statistical significant mediating effect of Service Quality on the relationship between customer orientation and customer satisfaction at pharmacy one.

The study recommends putting the customer at the heart of the concerns of the senior management in Pharmacy one and put it into account in future Pharmacy one plans and to have Continuous communication with customers through the preparation of studies and scientific research, knowledge identification and meeting the needs of customers and to consider that the customer acquisition is of a high value for Pharmacy one.

التخصصات الرئيسية

إدارة الأعمال

الموضوعات

عدد الصفحات

128

قائمة المحتويات

Table of contents.

Abstract.

Chapter One : Study general framework.

Chapter Two : Literature review and previous studies.

Chapter Three : Method and procedures.

Chapter Four : Analysis of results and hypotheses testing.

Chapter Five : Conclusions and recommendations.

References.

نمط استشهاد جمعية علماء النفس الأمريكية (APA)

Hawa, Hind Nathir Said. (2015). The effect of customer orientation on customer satisfaction and examining the mediating effect of service quality : a case study at pharmacy one. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-697399

نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)

Hawa, Hind Nathir Said. The effect of customer orientation on customer satisfaction and examining the mediating effect of service quality : a case study at pharmacy one. (Master's theses Theses and Dissertations Master). Middle East University. (2015).
https://search.emarefa.net/detail/BIM-697399

نمط استشهاد الجمعية الطبية الأمريكية (AMA)

لغة النص

الإنجليزية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-697399

حفظتم الحفظ طباعة

قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"

أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي

مرصد "معرفة"
لقياس الإنتاج العلمي العربي

تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر