Pharmacies Customer Satisfaction and Loyalty ? A Framework Analysis

We develop a model to demonstrate that loyalty is a consequence of service quality and customer satisfaction. A specific scale has been developed and applied to a survey at a two level of Portuguese pharmacies: rural (with no competition) and urban pharmacies (with some competition). Using a structural equation modelling methodology we demonstrate that the more competition (urban pharmacies) less loyalty, the more dependent with the service (high consume in product pharmacies) the more loyal.

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Year of publication:	2008-04
Authors:	Muñoz Gallego, pablo antonio ; Bastos, Rosa ; Jos‚ Augusto
Institutions:	Programa Interuniversitario de Doctorado en Nuevas Tendencias en Dirección de Empresas, Facultad de Cièncias Económicas y Empresariales
Subject:	pharmacies customer satisfaction \| loyalty \| structural equation modelling

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Extent:	application/pdf
Series:	Working Papers "New Trends on Business Administration". Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas"..
Type of publication:	Book / Working Paper
Notes:	Number 2008-01 30 pages
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10005264577