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Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis

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Author Info
Rosa Bastos, José Augusto () (Instituto Politécnico de Viseu)
Muñoz-Gallego, Pablo A. () (Departamento de Administración y Economía de la Empresa, Facultad de Economía y Empresa, Universidad de Salamanca)

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Abstract

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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Publisher Info
Paper provided by Interuniversitary Doctorate Program "New Trends on Business Administration", Universities of Valladolid, Burgos and Salamanca (Spain). Programa de Doctorado Interuniversitario "Nuevas Tendencias en Dirección de Empresas", Universidades de Valladolid, Burgos y Salamanca (España). in its series Documentos de Trabajo "Nuevas Tendencias en Dirección de Empresas". Working Papers "New Trends on Business Administration". with number 2008-01.

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Length: 30 pages
Date of creation: Apr 2008
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Handle: RePEc:ntd:wpaper:2008-01

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Related research
Keywords: pharmacies customer satisfaction; loyalty; structural equation modelling.;

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