Pharmaceutical Distribution Model for Customer Satisfaction

ISBN-13: 9783639130980 / Angielski / Miękka / 2009 / 112 str.

Muhammad Usman Awan

Opis

However most of the previous research in TQM andservice quality is based in developed countries. Thisresearch is an effort to reduce the existing gap ofdeveloping countries based TQM and service qualitystudies. The research is divided into two sections.In first section, survey questionnaire obtained from51 pharmaceutical distributors is used to identifycritical success factors of TQM. Relationship of TQMimplementation to customer satisfaction is alsodeveloped in this portion of research. Second portionof research is related to development of servicequality scale in distributors-retailers interface ofpharmaceutical supply chains. Data collected from 413respondents was analyzed. Structural equationmodeling using AMOS 7.0 software developed a validand reliable scale comprising of 4 dimensions and 10items. This research has practical implications forpharmaceutical distribution companies as itidentifies that top management has to increase itscommitment for the implementation of TQM. Researchalso develops a reliable and valid scale that can beused by to increase service quality indistributors-retailers interface of pharmaceuticalsupply chains in Pakistan.

O autorze

Dr. Muhammad Usman Awan is Lecturer in the Institute of Quality
and Technology Management, University of the Punjab, Lahore
Pakistan. He was a visiting researcher at Institute for Retail
Studies, University of Stirling, UK from January to December
2007. His research interests are TQM, customer satisfaction and
service quality.