Customer satisfaction survey of Razi Medical product in Tehran province 2009.

Introduction: Nowadays in the evolving world companies will be survived by focusing to new techniques and marketing management and customer satisfaction. Today s market is a highly competitive market with respect to all of its prospects and buyer oriented. Razi vaccine and serume Research Institute is known as one of the oldest and most reputed scientific centers in Iran and most of the important human vaccines (DTP-DT-dT-MMR-OPV) are produced by this Institute. Customer satisfaction is an obligation for ISO9000 and quality assurance management. ISO9000 defines customer satisfaction as the customers perception of the degree to which the customer s stated or implied needs or exceptions have been fulfilled. This is possible only when the products manufactured are according to the preferences of the customers and meet their exceptions.This study was done to determine customer satisfaction in different levels and to purpose priorities of improvement. Method and material: This cross sectional (Descriptive Analytical) Questionnaire based study was conducted on 6 groups in Tehran province .The questioners are based on likert scale. The reliability of the questioners was determined by Alfa coefficient in a pilot study and consent validity was confirmed by specialists .The samples were chosen in three methods: stratified random sampling, census and convenience sampling. The method of assessment was two forms: 1- quantitative variable, 2-ordinal qualitative variable. On statistical analysis, data were analyzed using SPSS 13 software .The Pearson correlation test; Wilkaxion and Paired T- test, multivariable regression analysis were used. Results: 73.7% of warehouse men had complete satisfaction and the others had moderate satisfaction. The mean percent of satisfaction score was 74/83+ 11. Satisfaction in Packaging was the lowest score and in rejected product and waste was the highest score. 73.8% of vaccinators had complete satisfaction. The mean percent of satisfaction score was 76/95+ 9/2.Satisfaction in filling was the lowest score and in Vaccine content and side effects was the highest score. About 90% of general practitioners believed that side effects of Razi vaccines are less/ equal to acceptable rate estimated by WHO. The average of the scores given to Anti sera was 71/88+ 9/9. The average of the scores given to viewpoint of mothers was 80.7+ 6.6. Most of the mothers (93.3%) had a favorable view (positive view) toward immunization program. Conclusion: None of the participant expressed dissatisfaction and up to 70% of them had ideal satisfied with Razi Human products. In spite of the good results which have been shown in this study, Razi Institute should be achieving maximum customer satisfaction by improving in packaging, labeling, appearance of vial and making easy to use dropping tube for OPV Vaccine. Key words : Satisfaction, customer, human vaccines. Improvement, qualit.