A Study of the relationships among Service Quality, Relationship Quality and Customer Loyalty - The Pharmaceutical Company

• Main Authors: Wen-Hsien Chiu, 邱文賢
• Other Authors: Hsing-Ping Kuo
• Format: Others
• Language: zh-TW
• Published: 104
• Online Access: http://ndltd.ncl.edu.tw/handle/34nxzj

碩士 === 南臺科技大學 === 企業管理系 === 103 === Medicine patent's expiration is 20 years, but approving the medicine usually takes most of the time. Although developing new medicines needs lots of time and money, the manufacturers pay lots of attention on it because the profit of new medicines is very high and the competition is few. However, after the patent's expiration, other drug manufacturers purchase material, whose price is lower than the developer's cost, and make the generic drug and enter the market. Generic drug means the drug made by the other qualified manufacturer with same ingredient as the original ones after the expiration. As most of the drugs, making by the original developers, has expired, and it is hard to apply for new drugs to the market. Therefore, the overdue drugs sacrifice in the market. The only thing the drug developer can do is to tell the quality difference and resources of the academy. As they not only can't compete with lower price, but lose the profit and the market finally. The research is aim to study the difficulty the owners face. For them, this is really a big challenge. They have to care how to increase the sales of companies to make it sustainable. Also, it is important, by the research about customer service, to know how companies keep the interaction and increase the loyalty by customer service in the current market. This research looked into doctors, pharmacists, and health practitioners and found out that: 1. Good service increase the relationship 2. Good relationship makes better customer's satisfaction 3. Increasing service built up the loyalty of customer This research could be the reference for foreign drug manufacturers to develop in Taiwan's bio industry, and be the main point that how foreign drug manufacturers can be on the top in the market.