PHARMACEUTICAL DISTRIBUTION MODEL FOR CUSTOMER SATISFACTION

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 distributors-retailers interface of
pharmaceutical supply chains. Data collected from 413
respondents was analyzed. Structural equation
modeling using AMOS 7.0 software developed a valid
and reliable scale comprising of 4 dimensions and 10
items. This research has practical implications for
pharmaceutical distribution companies as it
identifies that top management has to increase its
commitment for the implementation of TQM. Research
also develops a reliable and valid scale that can be
used by to increase service quality in
distributors-retailers interface of pharmaceutical
supply chains in Pakistan.

Autorentext

Dr. Muhammad Usman Awan is Lecturer in the Institute of Qualityand Technology Management, University of the Punjab, Lahore -Pakistan. He was a visiting researcher at Institute for RetailStudies, University of Stirling, UK from January to December2007. His research interests are TQM, customer satisfaction andservice quality.

Klappentext

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.