Published in Scientific Works. Series C. Veterinary Medicine, Vol. LXII, Issue 1
Written by Valentin NICORESCU, Alexandra MUNTEANU, Maria CRIVINEANU, Camelia PAPUC, Nicoleta Corina PREDESCU
Customer satisfaction and loyalty measurement are tools that allow veterinary practitioners to survey their customers in a professional manner, giving them results that allow managers to take decisions on the direction and content of veterinary services. The main goal of customer satisfaction evaluation surveys is to identify the causes that led to customer dissatisfaction and to eliminate them in the future. The aim of this study was to evaluate the satisfaction of 150 customers of 15 veterinary pharmaceutical units (pharmacies and pharmaceutical points), using questionnaires. The survey research was composed of a series of 10 written questions, logically and psychologically sequenced, by which to obtain from the respondents answers to be recorded in writing. The questions focused on the following aspects: the quality of products, the ratio between quality and price, collaboration with veterinary pharmaceutical units’ staff, key decision makers in purchasing a product (price, commercial aspect, popularity or producer/country of origin), the necessity of implementing systems to reward loyal customers. The obtained results showed that customer’s satisfaction is influenced mainly by the quality of products, low prices, and the quality of the relationship with the veterinary pharmaceutical units’ staff.
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