A value-based study on service quality, demographic variables, and customer satisfaction in Kuwait’s Medical retail sector

Abstract

The study focuses on the depiction of the relation between the generation and promotion of
customer satisfaction for retail businesses through the integration of effective service quality.
The demographic variability,being one of the core factors for the determination of the success of
a product or service in the target market is also investigated as per the individualistic consumer
attributes, such as gender, age, education, and income. This could help in the development of the
potential organisational infrastructures catering to the needs and preferences of consumers. In
this manner, the research findings could be implemented such that organisations profit from the
incorporation of various consumer retention and loyalty strategies, which have been explored in
this study. The Kuwaiti medical retail sector has been selected as the target market as per the
variables of the study. Variables of the present study areservice quality, demographic variables,
and customer satisfaction.A sample size of 385 customers of Kuwaiti medical retail customers
has been taken and assessed.For this purpose, a diverse set of contributory factors have been
analysed, in order to extrapolate the tendency of customer satisfaction to be built upon and
promoted through the manipulation and assessment of different organisational aspects. These
include personal consumer variablesand corporate culture practices. The resultshave been
obtained from the quantitative and descriptive analysis of the available Kuwaiti data on customer
satisfaction and relevant business practices. These conclude that the consumer-based
demographic variables of age, gender, education, and income are directly impactful to the
determination of their experiences in the case of Kuwaiti medical retail businesses. Furthermore,
the service quality provided by the Kuwaiti customersalso differs on the basis of these
demographic attributes. Therefore, in order to ensure customer satisfaction, it is essential to take
these variables into account for the formation of effective production and marketing processing
for all companies in general. This may result in the cultivation of consumer loyalty, increasing
customer retention rates, and the consequent profitability for the firms.