Predicting Factors of Influencing Service quality on Customer Satisfaction and Customer Loyalty

Wei-Shang Fan ； Delgermaa ； Ming-Chun Tsai

《Applied Science and Management Research》 9卷1期 (2022/09) Pp. 1-15

https://doi.org/10.6511/ASMR.202209_9(1).0001

摘要

Importance of service quality and customer satisfaction has been confirmed significant to increase the whole performance of companies. Retailers and researchers have allowed the relevance of distributing a highly standardized service to customers (Orel, 2015). The quality means a measurement of how well a provided service fulfills the customer's perceptions. If service quality met with the customer expectation, customer will be satisfied. The satisfaction is emotional status and a customer high satisfaction becomes loyal customer further they make repurchasing and deliver positive word-of-mouth advertising for familiar people (Davis & Jaggard, 1990). The purpose of this study is to measure levels of customer satisfaction at a selected pharmacy chain within the Mongolia. The indicator to evaluate the customer's perceptions of customer satisfaction is the SERVQUAL questionnaire. These quality dimensions include tangibles, reliability, responsiveness, assurance and empathy.

關鍵字

Customer quality ； Customer ； Customer satisfaction ； Customer loyalty ； Pharmacy