The effect of customer orientation on customer satisfaction and examining the mediating effect of service quality : a case study at pharmacy one
Dissertant
Thesis advisor
Comitee Members
al-Rabii, Layth Salman
al-Qatamin, Ahmad
University
Middle East University
Faculty
Faculty of Business
Department
Department of Business Administration
University Country
Jordan
Degree
Master
Degree Date
2015
English Abstract
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.
Main Subjects
Topics
- Evaluation
- Case studies
- Drugs
- Jordan
- Amman
- Quality assurance
- Customer relations
- Consumer satisfaction
- Warehouses
No. of Pages
128
Table of Contents
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.
American Psychological Association (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
Modern Language Association (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
American Medical Association (AMA)
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
Language
English
Data Type
Arab Theses
Record ID
BIM-697399
