Tqm - Customer Satisfaction Relationship in Pharmaceutical Distribution Centers

نویسنده

  • M. U. Awan
چکیده

Customer satisfaction has long been recognized as one of the critical success factor in today’s competitive business environment as it affects companies’ market share and customer retention (Ooi et al. 2011). O'Sullivan and Mc Callig (2012) also find that customer satisfaction positively and significantly moderates the earnings-firmvalue relationship as customer satisfaction is key operational performance measure for all business concerns (Terziovski. 2006).

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تاریخ انتشار 2014