Research On Customer Satisfaction Evaluation Of XY Pharmaceutical Enterprises

With the rapid development of China's economy,people's living standards have improved significantly,people's concern for health is getting higher and higher,the country's development of the pharmaceutical industry is more and more attention.The development of China's pharmaceutical industry is related to the national economy and people's livelihood.At present,the development of China's pharmaceutical industry has a good policy environment,with high input,high output,high risk and high-tech-intensive characteristics.From the point of view of demand,China's rapid growth in pharmaceutical demand has become one of the fastest growing areas of global drug consumption.However,at this stage,China's pharmaceutical enterprises still have problems such as the tension between doctors and patients,the lack of standards of drug quality,low service quality level.Therefore,in order to improve the consumer experience of customers,enhance customer loyalty,help pharaceutical companies to better sell products and services.This paper studies customer satisfaction from the perspective of product quality and service quality of pharmaceutical enterprises.Based on the above research purposes,this paper studies the relationship between perceived expectation,perceived quality,perceived value and customer satisfaction by combining theory and practice.The theoretical aspect sits on the relationship between perception expectation,perceived quality,perceived value and customer satisfaction,the intermediary role of perceived value,the relationship between customer satisfaction and customer loyalty,and puts forward the research hypothesis that perceived quality has positive influence on customer satisfaction,customer satisfaction has positive influence on customer loyalty,and perceived value has positive influence on customer satisfaction.The structural equation model can quantitatively study the interaction between multi-On the empirical side,XY pharmaceutical company as the research object,the structure equation model of customer satisfaction of applicable pharmaceutical company is constructed,and the initial questionnaire is formed.In this paper,the questionnaire is used to collect the data and then organize the questionnaire data,through AMOS software to the model of fit excellence test,the model between the various structural variables of the path relationship analysis,establish the satisfaction index,determine the impact weight.The results confirm the hypothesis that perception expectation,perceived quality and perceived value all have positive effects on customer satisfaction,and perceived value as an intermediary variable affects the relationship between perception expectation,perceived quality and customer satisfaction.The final calculation satisfaction index of 74.82indicates that XY Pharmaceuticals has relatively high customer satisfaction,but there is still a lot of room for growth.The weight calculation results show that the product quality and safety of XY Pharmaceutical company are guaranteed,proving once again that XY Pharmaceuticals has a quality priority.The quality of service and perceived value in the secondary index have a great impact on customer satisfaction.XY pharmaceutical enterprises need to improve the quality of service,especially to improve the convenience of service,can be improved by cooperation with other pharmaceutical enterprises,strengthen the internal management of enterprises and other methods variables,which is one of the common methods used to study customer satisfaction.This paper is of great significance to the research of customer satisfaction of XY pharmaceutical enterprises to enhance the customer consumption experience and the competitiveness of the company.By ensuring the comprehensiveness of pharmaceutical product information,optimizing the supply chain,optimizing distribution services and after-sales service and other methods to enhance customer satisfaction to further enhance customer loyalty,to obtain a higher market share,and even promote the vigorous development of the pharmaceutical industry.