The relationship between perceived customer value, customer satisfaction, and customer loyalty at Community Pharmacies: A Cross-Sectional Study in Ho Chi Minh City : Graduation Thesis
Năm xuất bản
2023
Tác giả
Nhan đề tạp chí
ISSN
Nhan đề tập
Nhà xuất bản
Nguyen Tat Thanh University (Faculty of Pharmacy)
Tóm tắt
This study investigated factors influencing customer perceived value and its relationship with satisfaction and loyalty at community pharmacies in District 1, Ho Chi Minh City. A cross-sectional survey of 400 customers was conducted using quota sampling. Results showed five key factors impacting perceived value: Empathy, Responsiveness, Assurance, Reliability, and Tangibles. These factors explained 52.9% of the variation in perceived value, which in turn influenced customer satisfaction and loyalty (39.9% each).
Mô tả
141 tr.
Từ khóa chủ đề
Perceived value, Customer satisfaction, Loyalty, Community pharmacy, Ho Chi Minh City