Factors affecting customer satisfaction for Birzeit pharmaceutical Company (BPC) customers
1- The Problem
The purpose of the study is to measure the factors affecting customer satisfaction among BPC Customers by testing the most important factors to satisfaction in order to review and increase customer satisfaction and loyalty to BPC
The problem statement can be as follows:
What are the factors affecting customer satisfaction for BPC customers?
2-Objectives
This study will focus on the following objectives
1- To determine the main factors affecting customer satisfaction of BPC customers.
2. To determine if there is a relationship between Customer satisfaction and the following factors :
A: Service Availability (Company Products): quality, Diversity, price.
B: Service Responsiveness (Company Sales Representatives): In general, knowledge & responsiveness, availability and number of visits
C: Service Reliability (Delivery): delivery of the products in relation to time ( from order to delivery), delivery in relation to shape of package.
D: Service Completeness (Complaint & Inquiries Management): how complaint is handled, how inquiries are handled (statement of account? Order follow-up…), how any problems are solved (delayed deliveries, near expiries, accounting…)
E: Company Professionality (Company in General): Professionalism in doing business, selling policies and offers, Financial policies
3. To suggest recommendations on how the company can increase Customer satisfaction and Loyalty.
