QUALIDADE DE SERVIÇO E SATISFAÇÃO DO CLIENTE: UM ESTUDO NO VAREJO FARMACÊUTICO

Detalhes bibliográficos
Autor(a) principal: Tamashiro, Helenita Rodrigues da Silva Tamashiro
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.
id FMU-2_e726b5d0f1733abc0799f329984bff4e
oai_identifier_str oai:ojs.fmu.br:article/181
network_acronym_str FMU-2
network_name_str Revista Metropolitana de Sustentabilidade
repository_id_str
spelling 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

Registros relacionados