However most of the previous research in TQM and
service quality is based in developed countries. This
research is an effort to reduce the existing gap of
developing countries based TQM and service quality
studies. The research is divided into two sections.
In first section, survey questionnaire obtained from
51 pharmaceutical distributors is used to identify
critical success factors of TQM. Relationship of TQM
implementation to customer satisfaction is also
developed in this portion of research. Second portion
of research is related to development of service
quality scale in...