Tqm - Customer Satisfaction Relationship in Pharmaceutical Distribution Centers
نویسنده
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).
منابع مشابه
The relationship of service quality, customer satisfaction and loyalty with future intention for participation of fitness centers (Case study Rasht Township)
The purpose of this study was to determine the relationship of service quality, customer satisfaction and attitudinal loyalty on future intention of participations in fitness and aerobic centers of Rasht Township. The design of this study was correlational. The population of study includes all costumers of aerobic and fitness centers in Rasht that have one year attendance in this clubs. So, Acc...
متن کاملImpact of Tqm Implementation on Productivity and Quality - a Study at Genaral Motors
TQM focuses on teamwork, increasing customer satisfaction, and lowering costs. Organizations implement TQM by encouraging managers and employees to collaborate across functions and departments, as well as with customers and suppliers, to identify areas for improvement. The objective of the study is to determine whether the implementation of TQM leads to higher productivity and quality. The stud...
متن کاملThe 6th TQM World Congress, 2001, Saint Petersburg Customer Satisfaction and Loyalty 340 CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN EUROPEAN RETAILING
Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains in other countries e.g. the Scandinavian countries. This development will demand even more focus on cu...
متن کاملPatient’s Perception on Services of Indian Multispecialty Hospitals – A Tqm Approach
The success rate of all organizations irrespective of its nature, service oriented or product oriented; profit based or non-profit based; public or private, is influenced by many factors, where the most critical customer satisfaction is to achieve excellence in business (1). This study has attempted to understand the impact TQM practices in hospital management system where the customer expectat...
متن کاملA survey of the effects of brand value on customer satisfaction in pharmaceutical and biological industries
The purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. As competition becomes more intense among companies and phenomena such as global marketing grow in...
متن کامل