QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Revista Metropolitana de Sustentabilidade |
Texto Completo: | https://revistaseletronicas.fmu.br/index.php/rms/article/view/181 |
Resumo: | Starting on a discussion based on the redemption of the conceptual aspects of satisfaction and expectations, the goal of such investigation is to verify if the services rendered by the distribution networks of the pharmaceutical sector attend to their clients"™ expectations and satisfaction level. The deliberately non-probabilistic sample was composed by 91 executives involved directly in the commercial relations established between pharmacies and the pharmaceutical products distribution networks. The data collected by a survey was analyzed having as a base the calculation of arithmetical mean and the application of linear regression to the variables "Expectation", "Perception" and "Satisfaction", regarding the dimensions selected in the study. The results showed that there is a low level of satisfaction regarding the services rendered by the distribution networks of the analyzed sector. |
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Revista Metropolitana de Sustentabilidade |
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QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICOQuality service and customer satisfaction: a study in the retail pharmaceuticalCALIDAD DE SERVICIO Y SATISFACCIÓN DEL CLIENTE: UN ESTUDIO SOBRE EL RETAIL FARMACEUTICOService QualityClient"™s SatisfactionDistribution NetworksPharmaceutical RetailService QualityClient"™s SatisfactionDistribution NetworksPharmaceutical RetailCalidad de serviciosatisfacción del clienteRed de DistribuciónRetail Farmacéutico.Starting on a discussion based on the redemption of the conceptual aspects of satisfaction and expectations, the goal of such investigation is to verify if the services rendered by the distribution networks of the pharmaceutical sector attend to their clients"™ expectations and satisfaction level. The deliberately non-probabilistic sample was composed by 91 executives involved directly in the commercial relations established between pharmacies and the pharmaceutical products distribution networks. The data collected by a survey was analyzed having as a base the calculation of arithmetical mean and the application of linear regression to the variables "Expectation", "Perception" and "Satisfaction", regarding the dimensions selected in the study. The results showed that there is a low level of satisfaction regarding the services rendered by the distribution networks of the analyzed sector.Starting on a discussion based on the redemption of the conceptual aspects of satisfaction and expectations, the goal of such investigation is to verify if the services rendered by the distribution networks of the pharmaceutical sector attend to their clients"™ expectations and satisfaction level. The deliberately non-probabilistic sample was composed by 91 executives involved directly in the commercial relations established between pharmacies and the pharmaceutical products distribution networks. The data collected by a survey was analyzed having as a base the calculation of arithmetical mean and the application of linear regression to the variables "Expectation", "Perception" and "Satisfaction", regarding the dimensions selected in the study. The results showed that there is a low level of satisfaction regarding the services rendered by the distribution networks of the analyzed sector.A partir de un análisis basado en el rescate de los aspectos conceptuales de la satisfacción y expectativas, esta investigación tiene como objetivo verificar si los servicios prestados por las redes de distribución de la industria farmacéutica cumplen con las expectativas de sus clientes y su nivel de satisfacción. Una muestra deliberadamente no probabilístico se compone de 91 ejecutivos que participan directamente en las relaciones comerciales entre las farmacias y las redes de distribución farmacéutica. Los datos recogidos se analizaron mediante una encuesta sobre la base de la media aritmética y la aplicación de la regresión lineal para las variables " expectativa ", " Percepción " y " satisfacción ", en relación con las dimensiones seleccionadas en el estudio. Los resultados mostraron que existe un bajo nivel de satisfacción con los servicios prestados por las redes de distribución del sector analizado.COMPLEXO EDUCACIONAL FMU2015-03-24info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiona survey was analyzed having as a base the calculation of arithmetical mean and the application of linear regressionapplication/pdfhttps://revistaseletronicas.fmu.br/index.php/rms/article/view/181Revista Metropolitana de Sustentabilidade (ISSN 2318-3233); v. 2 n. 1 (2012): (Jan./Abr.2012) Publicado em Abr./2012; 40-622318-3233reponame:Revista Metropolitana de Sustentabilidadeinstname:Faculdades Metropolitanas Unidas (FMU)instacron:FMUenghttps://revistaseletronicas.fmu.br/index.php/rms/article/view/181/pdf_1Tamashiro, Helenita Rodrigues da Silva Tamashiroinfo:eu-repo/semantics/openAccess2016-07-11T12:10:20Zoai:ojs.fmu.br:article/181Revistahttps://revistaseletronicas.fmu.br/index.php/rms/indexPRIhttps://revistaseletronicas.fmu.br/index.php/rms/oaicelso.sustentabilidade@gmail.com||editor.sustentabilidade@gmail.com|| suporte.revista@gmail.com2318-32332318-3233opendoar:2016-07-11T12:10:20Revista Metropolitana de Sustentabilidade - Faculdades Metropolitanas Unidas (FMU)false |
dc.title.none.fl_str_mv |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO Quality service and customer satisfaction: a study in the retail pharmaceutical CALIDAD DE SERVICIO Y SATISFACCIÓN DEL CLIENTE: UN ESTUDIO SOBRE EL RETAIL FARMACEUTICO |
title |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO |
spellingShingle |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO Tamashiro, Helenita Rodrigues da Silva Tamashiro Service Quality Client"™s Satisfaction Distribution Networks Pharmaceutical Retail Service Quality Client"™s Satisfaction Distribution Networks Pharmaceutical Retail Calidad de servicio satisfacción del cliente Red de Distribución Retail Farmacéutico. |
title_short |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO |
title_full |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO |
title_fullStr |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO |
title_full_unstemmed |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO |
title_sort |
QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO |
author |
Tamashiro, Helenita Rodrigues da Silva Tamashiro |
author_facet |
Tamashiro, Helenita Rodrigues da Silva Tamashiro |
author_role |
author |
dc.contributor.author.fl_str_mv |
Tamashiro, Helenita Rodrigues da Silva Tamashiro |
dc.subject.por.fl_str_mv |
Service Quality Client"™s Satisfaction Distribution Networks Pharmaceutical Retail Service Quality Client"™s Satisfaction Distribution Networks Pharmaceutical Retail Calidad de servicio satisfacción del cliente Red de Distribución Retail Farmacéutico. |
topic |
Service Quality Client"™s Satisfaction Distribution Networks Pharmaceutical Retail Service Quality Client"™s Satisfaction Distribution Networks Pharmaceutical Retail Calidad de servicio satisfacción del cliente Red de Distribución Retail Farmacéutico. |
description |
Starting on a discussion based on the redemption of the conceptual aspects of satisfaction and expectations, the goal of such investigation is to verify if the services rendered by the distribution networks of the pharmaceutical sector attend to their clients"™ expectations and satisfaction level. The deliberately non-probabilistic sample was composed by 91 executives involved directly in the commercial relations established between pharmacies and the pharmaceutical products distribution networks. The data collected by a survey was analyzed having as a base the calculation of arithmetical mean and the application of linear regression to the variables "Expectation", "Perception" and "Satisfaction", regarding the dimensions selected in the study. The results showed that there is a low level of satisfaction regarding the services rendered by the distribution networks of the analyzed sector. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-03-24 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion a survey was analyzed having as a base the calculation of arithmetical mean and the application of linear regression |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://revistaseletronicas.fmu.br/index.php/rms/article/view/181 |
url |
https://revistaseletronicas.fmu.br/index.php/rms/article/view/181 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://revistaseletronicas.fmu.br/index.php/rms/article/view/181/pdf_1 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
COMPLEXO EDUCACIONAL FMU |
publisher.none.fl_str_mv |
COMPLEXO EDUCACIONAL FMU |
dc.source.none.fl_str_mv |
Revista Metropolitana de Sustentabilidade (ISSN 2318-3233); v. 2 n. 1 (2012): (Jan./Abr.2012) Publicado em Abr./2012; 40-62 2318-3233 reponame:Revista Metropolitana de Sustentabilidade instname:Faculdades Metropolitanas Unidas (FMU) instacron:FMU |
instname_str |
Faculdades Metropolitanas Unidas (FMU) |
instacron_str |
FMU |
institution |
FMU |
reponame_str |
Revista Metropolitana de Sustentabilidade |
collection |
Revista Metropolitana de Sustentabilidade |
repository.name.fl_str_mv |
Revista Metropolitana de Sustentabilidade - Faculdades Metropolitanas Unidas (FMU) |
repository.mail.fl_str_mv |
celso.sustentabilidade@gmail.com||editor.sustentabilidade@gmail.com|| suporte.revista@gmail.com |
_version_ |
1798945135373844480 |