Development of a Service Quality Scale for Pharmaceutical Supply Chains

Citation

Ahmad N, Awan MU, Raouf A & Sparks L (2009) Development of a Service Quality Scale for Pharmaceutical Supply Chains. International Journal of Pharmaceutical and Healthcare Marketing, 3 (1), pp. 26-45. https://doi.org/10.1108/17506120910948494

Abstract
Purpose – To develop a scale for the measurement of service quality in pharmaceutical supply chains. Methodology / approach - 413 pharmaceutical retailers working in the 2 biggest cities of Pakistan responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with 4 dimensions and 10 items. Findings - Findings of this research are consistent with other service quality studies. There is no universal set of dimensions and items that determine service quality across a section of service industries. Service quality measurement must be adapted to fit the context. Research limitations / implications – Convenience sampling was undertaken for this research. This research contributes to the measurement of service quality by developing a valid and reliable measurement scale in a previously ignored sector. Practical implications – The scale developed in this research can be used by pharmaceutical distribution companies in Pakistan to measure, control and improve the service quality provided to pharmaceutical retailers. Originality / value - This research provides framework to researchers to build up more pharmaceutical supply chains service quality scale development studies in similar situations so that more concrete generalizations can be made.

Keywords
Pakistan; service quality; measurement scale; distributors-retailers; Pharmaceutical supply chains; Quality assurance; Service Quality; Hospital pharmacies Quality control Pakistan; Pharmaceutical industry; Pharmaceutical industry Pakistan Statistics

Journal
International Journal of Pharmaceutical and Healthcare Marketing: Volume 3, Issue 1

People

Professor Leigh Sparks

Deputy Principal