Research On Customer Satisfaction Promotion Strategy Of D Retail Pharmacy Chain Company

Due to the expanding population,deepening aging of society and rising living standards,people’s demand for medical level is developing in the direction of diversification.After years of rapid economic development,China’s pharmaceutical market has seen an explosive growth in demand for medicines,but at the same time there are some problems,such as difficulties in drug shopping.This has become a major cause of conflict between pharmacy business owners and customers,resulting in consistently low overall customer satisfaction with pharmacies.Therefore,in order to gain a competitive advantage,retail pharmacies need to continuously improve their service quality and medical standards,thus enhancing overall customer satisfaction.Pharmacies need to focus on hardware factors such as environment and equipment,but also on software factors such as staff quality and service level to improve their competitiveness.The focus of this thesis is to study the customer satisfaction improvement strategy of D Retail Pharmacy Chain Company,based on research theories such as the concept and importance of consumer satisfaction,service marketing theory and consumer satisfaction models of various countries,combined with the basic situation of D Retail Pharmacy Chain Company,including corporate image,brand products,service attitude and staff quality.Relevant data is collected through questionnaires,various influencing factors are analyzed,and the degree of influence of each factor on customer satisfaction is determined.This thesis summarizes the current situation and problems of customer satisfaction in D retail pharmacies,and correspondingly makes a cause analysis,and finally proposes specific measures to improve customer satisfaction.These measures include improving medical standards,enhancing customer service,strengthening training of medical professionals,improving the hardware environment of pharmacies,optimizing the diagnostic process and strengthening the culture of pharmacies.This study will not only help D retail chain pharmacies to understand their customer satisfaction status and promote the improvement of their service level,thus increasing their profits.It can also validate its knowledge and experience through this study.