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.

 

  1. 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

 

  1. To suggest recommendations on how the company can increase Customer satisfaction and Loyalty.

 

Factor Definition Section Survey Questions
Service Availability Ease in which the customer can access the company’s service Product
  • Quality.
  • Shelf life.
  • Design.
  • Consistency of quality.
  • Diversity of products.
  •  Products Cost & Price
Service Responsiveness The willingness or readiness of the employees to provide the service and how promptly they respond and react Staff
  • Courtesy of sales Reps.
  • Reps availability.
  • Reps knowledge.
  • Returning calls & Flexibility
  • Friendliness & Honesty of Reps.
Service Reliability How the products are delivered in relation to time, place and shape Delivery
  • Delivery on Time.
  • How the products are delivered.
Service Completeness How the overall process is completed Service
  • Complaint Management.
  • Response to inquiries.
  • After sales service.
Company Professionality What degree of professionality the Company has; Ease of doing business, Selling and Financial Policies Company
  • Rep3-utation.
  • Ease of doing business.
  • Clarity of Policies.

 

3- Survey Questions

# Question Very satisfied Satisfied Neutral Unsatisfied Very Unsatisfied
A Service Availability          
1 I am satisfied with the quality of the products provided (effectiveness, shelf life, design…)          
2 I am satisfied with the diversity of products offered          
3 I am satisfied with the price and cost of the products          
B Service Responsiveness          
4 I am satisfied with about the sales Representative in general          
5 I am satisfied with about the Reps knowledge and responsiveness          
6 I am satisfied with the Reps availability and number of visits          
7 I am satisfied about the Reps Friendliness and Honesty          
C Service Reliability          
8 I am satisfied about the delivery of the products in relation to time ( from order to delivery).          
9 I am satisfied about the delivery of the products in relation to shape (damage)          
10 I am satisfied about the way my complaint is handled          
D Service Completeness          
11 I am satisfied about the response to my inquiries (statement of account? Order follow-up…)          
12 I am satisfied about the way any problems are solved (delayed deliveries, near expiries, accounting…)          
E Company Professionality          
13 I am satisfied about the professionalism of the company          
14 I am satisfied about the selling policies and offers of the company          
15 I am satisfied about the Financial policies of the company          

 

4- Survey Results

*Online survey was distributed and 150 responses were gathered.

*This survey is limited to BPC customers in all Governorates

 Questions Results

# Question Very satisfied (5) Satisfied (4) Neutral (3) Unsatisfied (2) Very Unsatisfied (1)
A Service Availability          
1 I am satisfied with the quality of the products provided (effectiveness, shelf life, design…) 47 86 12 5 0
2 I am satisfied with the diversity of products offered 58 76 12 4 0
3 I am satisfied with the price and cost of the products 13 55 22 46 14
B Service Responsiveness          
4 I am satisfied with about the sales Representative in general 98 36 11 2 3
5 I am satisfied with about the Reps knowledge and responsiveness 34 50 33 23 10
6 I am satisfied with the Reps availability and number of visits 62 48 15 20 5
7 I am satisfied about the Reps Friendliness and Honesty 90 44 8 4 4
C Service Reliability          
8 I am satisfied about the delivery of the products in relation to time ( from order to delivery). 51 64 11 18 6
9 I am satisfied about the delivery of the products in relation to shape (damage) 73 64 7 1 5
10 I am satisfied about the way my complaint is handled 22 51 54 13 10
D Service Completeness          
11 I am satisfied about the response to my inquiries (statement of account? Order follow-up…) 61 68 14 3 4
12 I am satisfied about the way any problems are solved (delayed deliveries, near expiries, accounting…) 20 61 18 31 20
E Company Professionality          
13 I am satisfied about the professionalism of the company 28 65 32 15 10
14 I am satisfied about the selling policies and offers of the company 17 61 24 34 14
15 I am satisfied about the Financial policies of the company 10 13 4 81 42

 

 

 

5-What is needed:

1- Research Methodology

2-Analysis (using SPSS)- as (Cronbach’s Alpha, frequency, mean, T-test, Anova, Normal distribution, etc…)(what is needed to have good results)

3- Results discussion

3- Make a Conceptual Model

4- Conclusion and Recommendations

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