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Review Article

SRP. 2020; 11(3): 1-9


The Role of Service Quality, Employee Satisfaction and Loyalty on the Effective Human Resource Management in the Pharmacies in Thailand: Mediating Role of Customer Satisfaction

Oraphan Decha, Wareeya Khlungsaeng, Atidtaya Bousri, Sodsri Pulphon.

Abstract
The primary aim of the study is to examine the role of service quality, employee satisfaction and loyalty on the effective human resource management (HRM) in the pharmacies in Thailand. The secondary aim of this article is to identify the mediating role of customer satisfaction on the link of the service quality, employee satisfaction and loyalty on the effective HRM in the pharmacies in Thailand. The data were gathered from the HR employees that are working for the implementation of HR policies in the organization. The findings exposed that positive and significant link among the service quality, employee satisfaction and loyalty on the effective HRM in the pharmacies in Thailand. The results also uncovered that the customer satisfaction mediates the relationship among the service quality, employee satisfaction and loyalty on the effective HRM in the pharmacies in Thailand positively. These findings give the guideline to the regulation making authorities that they should increase their focus on the employee’s satisfaction and loyalty that enhance the effectiveness of HRM and also enhance the company’s performance.

Key words: Service Quality, Employee Satisfaction and Loyalty, Effective HRM, Pharmacies in Thailand


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