EFFECT OF QUALITY SERVICE DELIVERY ON CONSUMERS PATRONAGE OF CHEMISTS.

Abstract

Customers demand the fast delivery of services that maintain reasonable prices while offering high levels of quality. Consumer preference extends to service delivery without prolonged waiting time in queues. Chemists struggle with customer retention because their facilities cannot deliver high-quality services quickly to numerous customers that match new service concepts. This study focused on consumer patronage in relation to service quality delivery through a study of chemists.  Cross-sectional was selected as the primary research design. This study applied Cochran's (1977) method to determine the population at 384 respondents. Tables and frequencies together with percentages presented the data while multiple linear regression evaluated the research hypotheses. Quality service delivery measured by service reliability together with service responsiveness and service tangibility leads to substantial impacts on customer patronage. This study advises chemists to develop rapid consumer complaint solutions by creating clear complaint procedures together with dedicated complaint handling departments.