VGU RESEARCH REPOSITORY
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Title: | Analyzing impact factors of customer loyalty of independent pharmacies | Authors: | Phung Gia Hoc | Keywords: | Customer loyalty;Independent pharmacies | Issue Date: | 2014 | Publisher: | Vietnamese-German University | Abstract: | Using survey data from 199 pharmacies customers, who at least two times buying products or asking for services in the independent pharmacies, this study aims to define factors of firm resources, customer perceived values and loyalty factors of pharmacies customers. The result reveals that customers expect to receive quality medicines from trustworthy origin, a safe and effective drug therapy. Reasonable price is important, but more than that, customers should be consulted the right drugs with reasonable cost. Pharmacies’ customers usually are patients themselves and most of the time not in a good mood, so they expect to be welcome by friendly and accessible staff who understand their needs very well and serve them with expertise and in a professional way. These are outcome of professional practice, the essence of pharmacies performance, and the core values of pharmacy business. Moreover, pharmacies’ customers expect to experience positive and good feeling after the purchase, feeling that they made a right choice. |
URI(1): | http://epub.vgu.edu.vn/handle/dlibvgu/830 | Rights: | Attribution-NonCommercial 4.0 International |
Appears in Collections: | MBA |
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Analyzing impact factors of customer loyalty of independent pharmacies.pdf | 1.15 MB | Adobe PDF |
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