A study of customer satisfaction on products and services: The case of KM Vet Pharm Sdn. Bhd.

This research is aimed to determine the satisfactory reasons among KM Vet Phann Sdn Bhd customers towards veterinary products and services. Veterinary business line is on the increase in Malaysia and the demands for veterinary products and services are getting higher day by day. This organization holds different cluster of organizational customers though out Malaysia and due to that, this research was carried on the south region of Malaysia which represents the biggest market share for the company. The questionnaire was tested for its reliability. The correlation and regression analysis were used to identify the relationship and effect of cognitive, affective and conative towards customer satisfaction. The result proves that cognitive, affective and conative effects in determining customers satisfaction over veterinary products and services.