The Effect of Relationship Marketing on Customer Retention in the Jordanian's Pharmaceutical Sector

Abdallah Q. Bataineh, Ghaith M. Al-Abdallah, Hanadi A. Salhab, Amer M. Shoter
2015 International Journal of Business and Management  
The major aim of this study is to analyze the effect of relationship marketing factors on customer retention through relationship quality in the Jordanian's pharmaceutical business sector. This study adopted the customers' view; the retail pharmacists who are dealing directly with the pharmaceutical companies' suppliers. The theoretical framework of this study has been tested using data gathered from the questionnaires directed to a total sample of 500 retail pharmacies located in Amman and
more » ... a. The statistical results indicated that communication significantly and negatively affects relationship quality. While seller expertise, which is the most influential factor within relationship marketing factors that affects relationship quality, has a significant and positive effect on relationship quality. The results of the comparison level of alternatives showed that it has a positive and significant effect on trust, no effect on satisfaction and positive but insignificant effect on commitment, while the dependence on seller indicated a positive but insignificant effect on commitment and satisfaction, while it has a significant and positive effect on trust. Regarding the results of cooperation, it affects trust and commitment significantly and negatively while it has insignificant and negative effect on satisfaction. The results of the effect of relationship quality on customer retention, showed a significant and positive effect of satisfaction and commitment on customer retention, while trust has insignificant effect on customer retention. Accordingly, research marketing implications, recommendations, and advices for upcoming research are also discussed.
doi:10.5539/ijbm.v10n3p117 fatcat:4w46eq6bnnapjcdlldr3hhhu3m