C13 - Estimation: GeneralReturn

Customer satisfaction is a prerequisite for gaining faithful customers and loyal customers, and to gain more market share subsequently. Customer's needs, desires and failures are detected by customer satisfaction measurement. Companies can respond to the needs and wishes by their tools. This paper deals with customer satisfaction in the pharmaceutical market. The main objective is to identify factors that influence customer satisfaction and quantify this effect. Demographic factors of the customer are included in the analysis. They are used a demographic factors such as gender customer, gender pharmacist, age and economic status. Logistic regression is used for identifying the impact.