TABLE OF CONTENTS
Contents Page No.
1: INTRODUCTION 3
1.1 GOAL OF A TERM PAPER 3
1.2. PHARMACY 3
1.2.1. BABITO PHARMACY 4
2: Literature Review 4
2:0. Back to theory: the principal models for services quality 4
2.1. Customer Satisfaction 8
2.2. Satisfaction levels 9
2.2.1. Greatly disappointed customers 9
2.2.2. Mildly disappointed customers 10
2.2.3. Experience according to expectations 10
2.2.4. Mildly positively surprised 10
2.2.5. Greatly positively surprised customers 11
2.3. Dissatisfied customers 11
3. Case Study Babito Pharmacy- retail SERVICE 12
3.0. Determinant of Service Quality in a pharmacy 12
3.1. KEY FACTORS 12
3.1.1. ...view middle of the document...
Today competition between companies is growing all the time and that is why service quality is becoming more and more important. When a company manages to serve its customers well enough and make them happy company can create long-term customer relationships and possibly get free marketing at the same time when satisfied customers tell others about the good service they got. Satisfied customers have a positive impact on the company’s results and that is why it is important and interesting to investigate this impact. When measuring customer satisfaction it is possible to get useful information of the company customers and the results can be used to improve the company and its services. The company gets an exact idea what customers want and it can start developing the services. Measuring customer satisfaction should be a continuous process that is carried out regularly, not just once: if it is done regularly the results will be more beneficial.
1.1 GOAL OF A TERM PAPER
The goal of this term paper is to discuss the determinants of customer satisfaction and service quality in Pharmacy Industry a case study at Babito Pharmacy, Mbeya Town. The factor that will be discussed will be based on the retail services offered by a pharmacy.
Pharmacy is the science and technique of preparing as well as dispensing drugs and medicines. It is a health profession that links health sciences with chemical sciences and aims to ensure the safe and effective use of pharmaceutical drugs.
The scope of pharmacy practice includes more traditional roles such as compounding and dispensing medications, and it also includes more modern services related to health care, including clinical services, reviewing medications for safety and efficacy, and providing drug information. The experts on drug therapy and the primary health professionals who optimize use of medication for the benefit of the patients are called Pharmacists. They provide patient care that optimizes the use of medication and promotes health, wellness, and disease prevention.
Dispensing is not the sole domain of the pharmacist. Apart from filling a prescription, advice on prescription medications and prescription drug therapy monitoring, pharmacists are also capable of performing non dispensing services such as advice on over-the counter medications and information on health matters such as poison and disease prevention.
The pharmacist determine also whether the medication is necessary, if it's being taken correctly, if it fits into the patient's budget, and if not if there is something cheaper on the market. The patient can also use the time to ask the pharmacist any questions or voice concerns they may have regarding their medications.
1.2.1. BABITO PHARMACY
Babito Pharmacy is the private limited company located at Mbeya Retco, Mbalizi Road, Mbeya Township.
2: Literature Review
2:0. Back to theory: the principal models for services quality
Service quality may be defined as customer...