Abstract
Objective: This study aimed to investigate the effect of governmental laws and pharmaceutical ethics on building a distinctive relationship between pharmacists and their customers from the perspective of pharmacists in Jordan through measuring the customers’ satisfaction and their perceived value.
 Methods: This study is a descriptive and correlative one. A self-administrated questionnaire was distributed to a random sample of 110 pharmacists working in private pharmacies to measure the effect of governmental laws and pharmaceutical ethics on building a distinctive relationship between pharmacists and customers.
 Results: ANOVA-test showed a significant effect of governmental laws and pharmaceutical ethics on building a distinctive relationship between pharmacists and their customers (p = 0.003) and on the customer–perceived value (p = 0.00). Multiple regression analysis showed a significant effect of the application of ethical standards on building a distinctive relationship between pharmacists and their customers (p = 0.006) and a significant effect of both dimensions: (application of laws and regulations) and (application of ethical standards) on customer–perceived value (p = 0.004, p = 0.009) respectively. Moreover, there was a statistically significant effect of the application of ethical standards on customers’ satisfaction (p = 0.03).
 Conclusion: Based on the results of this study, there should be an effort by the government and the private institutions responsible for the pharmacy profession in Jordan to contribute to build a distinctive relationship between pharmacies and their customers, as this relationship increases the perceived value and satisfaction of customers.
Highlights
The professional laws, in all fields, have a great importance in preserving nations and societies, as they include principles and rules governing human behavior, increasing individuals' commitment to their professions, and directing them to achieve their organizations aims and objectives [1]
It can be noted from the table above that Cronbach’s Alpha Coefficient for the instrument scale is (0.87), which indicates that the instrument scale can be described by reliability
According to the literature review that confirms the effect of governmental laws and pharmaceutical ethics on building a distinctive relationship between pharmacists and their customers and the reliability statistics of all instrument dimensions, the following study model can be suggested
Summary
The professional laws, in all fields, have a great importance in preserving nations and societies, as they include principles and rules governing human behavior, increasing individuals' commitment to their professions, and directing them to achieve their organizations aims and objectives [1]. Professional laws are not enough to realize the organizations’ strategies without voluntary commitment from the employees towards their organizations [2]. Such a commitment should be supported by ethics of employees. Professional laws issued by governments or organizations associated with employees' ethics are considered very critical to achieve the employees's commitment that leads to their job satisfaction, loyalty, as well as their organizations’ success and sustainability. Once pharmacists became satisfied in their work, this would reflect positively on their relationship with their customers. The success of the relationship between pharmacists and their customers is evaluated by customers’ satisfaction [3]
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