Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/1619
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dc.contributor.authorPenceliah, Darry S.en_US
dc.contributor.authorAdat, Nafisaen_US
dc.contributor.authorNoel, Dion Trevoren_US
dc.date.accessioned2016-09-09T08:58:47Z-
dc.date.available2016-09-09T08:58:47Z-
dc.date.issued2015-
dc.identifier.citationPenceliah, D. S.; Noel, D. T. and Adat, N. 2015. Customer satisfaction within pharmacies in a supermarket: a South African perspective. Problems and Perspectives in Management. 13(2): 452-459.en_US
dc.identifier.issn1727-7051-
dc.identifier.urihttp://hdl.handle.net/10321/1619-
dc.description.abstractSouth Africa is experiencing an expansion of pharmacy chains. Globalization and deregulations have increased competition within the retail pharmacy sector. In this highly competitive sector, the most important strategy for a pharmacy chain to obtain customer satisfaction and maintain market profitability is attributed to customer-focus. The aim of this paper was to investigate customer satisfaction at a pharmacy chain in South Africa. A total of 400 customers completed the survey using a questionnaire. All the service quality dimensions in the customers’ survey contain negative mean gap scores. From these findings, the pharmacy chain can identify specific gaps in the service quality dimensions and seek to close them. Service quality dimensions that are deemed to be good predictors of customer satisfaction have been related to factors relating to tangibles, reliability, responsiveness, assurance and empathy. The retail pharmacy chain should address these dimensions in its attempt to offer superior customer service. The recommendations would provide other pharmacies within a supermarket with knowledge to address possible shortcomings and improve the service levels.en_US
dc.format.extent9 pen_US
dc.language.isoenen_US
dc.publisherBusiness Perspectivesen_US
dc.relation.ispartofProblems & perspectives in management (Print)en_US
dc.subjectCustomer satisfactionen_US
dc.subjectExpectations of serviceen_US
dc.subjectPerceptions of serviceen_US
dc.titleCustomer satisfaction within pharmacies in a supermarket: a South African perspectiveen_US
dc.typeArticleen_US
dc.dut-rims.pubnumDUT-005151en_US
item.grantfulltextopen-
item.cerifentitytypePublications-
item.fulltextWith Fulltext-
item.languageiso639-1en-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.openairetypeArticle-
Appears in Collections:Research Publications (Health Sciences)
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