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Appears in Collections:Marketing and Retail Journal Articles
Peer Review Status: Refereed
Title: Development of a Service Quality Scale for Pharmaceutical Supply Chains
Author(s): Ahmad, Niaz
Awan, Muhammad Usman
Raouf, Abdul
Sparks, Leigh
Keywords: Pakistan
service quality
measurement scale
Pharmaceutical supply chains
Quality assurance
Service Quality
Hospital pharmacies Quality control Pakistan
Pharmaceutical industry
Pharmaceutical industry Pakistan Statistics
Issue Date: 2009
Date Deposited: 7-Apr-2009
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.
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.
DOI Link: 10.1108/17506120910948494
Rights: Published in International Journal of Pharmaceutical and Healthcare Marketing by Emerald.

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