Influence Of Service Quality On Customer Satisfaction Across Different Demographic Variables Within Kuwait Medical Retail Business

In the current business environment, high-grade service delivery is the key to success for any business operating in the industry of service. The objectives of current research are to identify the influence of different dimensions of services quality [TAN, RES, REL, ASSUR, and EMP] on the satisfaction of the customers and to evaluate the impact of quality of service on satisfaction of customer through diverse demographic variables within the retail medical business of Kuwait and finally. A sample was chosen using the formula, n= [{p (1-p) z2} / E2]. Data were studied using the statistical software SPSS 21 software. The results of ANOVA test show that ASSUR, REL, EMP, CS and RES has values as (F (2,294) = .177, p = .838), (F (2,294) = .421, p = .657), (F (2,294) = .126, p = .882), (F (2,294) = .262, p = .770).  and (F (2,294) = .750, p = .473) respectively and indicates that there is no significant difference exists among different age groups towards the SQ factors and CS. The results of t-test for ASSUR, REL, EMP, CS and RES are t (295) =-1.686, p>0.05, t (295) =-1.609, p>0.05, t (295) =-1.003, p>0.05, t (295) =-1.502, p>0.05 and t (295) =-1.530, p>0.05 respectively and shows that there’s no significant difference in the perception of males and females toward dimensions of SQ in Kuwait Medical Retail Business. The results also show that there is no significant difference exists among different income groups towards the SQ factors and CS. The results also reveal that there is a highly significant relationship between the dimensions of SQ and CS within the retail medical business of Kuwait. The value of beta coefficients for REL is .105 (p<.05), EMP .636 (p<.05) and RES .055 (p<.05). The orders of importance of the variables are EMP, ASSUR, REL, and RES in the Kuwait medical retail business. The cluster analysis shows that the perception of respondents under different clusters towards different SQ factors is not the same. Consequently, the results of this research can be helpful to executives in business organizations regarding how to handle the customers in order to retain the organization’s major objective of maximization of the profit and minimization of the cost. It provides outcomes that could be helpful to managers in organizations for planning strategically based on the demographics of the customers in Kuwait medical retail business.