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Article
Publication date: 23 November 2012

Hossein Dadfar and Staffan Brege

The purpose of this paper is to assess the quality of Tehran pharmacies' services and their impacts on the pharmaceutical firms, to highlight forces behind the current situation…

1207

Abstract

Purpose

The purpose of this paper is to assess the quality of Tehran pharmacies' services and their impacts on the pharmaceutical firms, to highlight forces behind the current situation and suggest some improvements. This provides the means for pharmaceutical companies to differentiate themselves by quality of services, in the forefront of dealing with the customers, so‐called the last “touch point”.

Design/methodology/approach

After a comprehensive literature review, SERVQUAL model was chosen to be used in this study. A combination of quantitative and qualitative (integrative) methods was used for data collection and analysis. The quantitative data were gathered by questionnaires, including 22 pair items measuring expectation and perception, followed by qualitative data, including 32 in‐depth interviews. Furthermore, the views of our expert panel consisting of nine experts have been identical to the study. For statistical treatment of quantitative data, SPSS software was used.

Findings

The study reveals that Tehran community pharmacies are facing serious service quality problems. The results of quantitative data show negative gaps in perceptions and expectations of customers in all 22 SERQUAL statements and all dimensions: Information, Reliability, Empathy, Appearance and Time commitment. Comparatively, appearance dimension is ranked as the highest quality and the lowest rank belongs to information dimension. The findings show that the generic SERVQUAL scale does not properly measure the quality of pharmacies' services; therefore, the authors recommend an industry‐based scale; called PHARMA‐SERVQUAL. The findings show the reasons for low quality services are: low education of pharmacists' assistants, lack of proper regulation and control, pharmacies' economic problems and cost of quality improvement, the culture of blaming others and accusing pharmaceutical firms, government and social security organization. In short, pharmacists transfer their service problems to pharmaceutical firms, which have largely neglected this last touch point with the customer. The study also suggests some quality improvements and academic as well as managerial implications.

Originality/value

The study provides empirical evidence regarding the service quality of pharmacies in a developing country (Iran) and adds depth to the understanding of the reasons behind the quality problems. This research contributes to the understanding of how pharmacies' qualities of services enhance/change the customers' perception of the pharmaceutical companies' product qualities. It suggests that the firms should differentiate themselves at the pharmacies as the “last touch point” dealing with the end‐users. The study sheds light on the necessity of modifying the SERVQUAL items and dimensions to fit pharmacies' services.

Article
Publication date: 1 July 2014

Abdelhakim Abdelhadi and Mwafak Shakoor

The purpose of this paper is to present a new approach to measure the service quality provided by a public health-care service provider using the lean manufacturing concept. The…

Abstract

Purpose

The purpose of this paper is to present a new approach to measure the service quality provided by a public health-care service provider using the lean manufacturing concept. The research shows that the adoption of lean manufacturing principles and methodologies may be used as a measure for efficiency. The relative efficiency measure concept is introduced.

Design/methodology/approach

The inpatient and outpatient pharmacies providing medicines to the public at a large regional hospital in the southern part of the Kingdom of Saudi Arabia were the focus of this study. The lean manufacturing concept is used as a method to improve the service quality and reduce the time needed to deliver the medicine by comparing the efficiency between these two pharmacies based on a metric used in lean manufacturing called takt time. A team was formed to study the current situation, and recommendations based on lean manufacturing were suggested for implementations.

Findings

The research shows that the adoption of lean manufacturing principles and methodologies may be used as an efficiency measure to compare between different departments working under the same managerial system.

Originality/value

The results presented in this paper are reliable, objective and may be generalized for measuring the relative performance efficiency between several departments providing the same type of services.

Details

Leadership in Health Services, vol. 27 no. 3
Type: Research Article
ISSN: 1751-1879

Keywords

Open Access
Book part
Publication date: 6 May 2019

Denise Alexander, Uttara Kurup, Arjun Menon, Michael Mahgerefteh, Austin Warters, Michael Rigby and Mitch Blair

There is more to primary care than solely medical and nursing services. Models of Child Health Appraised (MOCHA) explored the role of the professions of pharmacy, dental health…

Abstract

There is more to primary care than solely medical and nursing services. Models of Child Health Appraised (MOCHA) explored the role of the professions of pharmacy, dental health and social care as examples of affiliate contributors to primary care in providing health advice and treatment to children and young people. Pharmacies are much used, but their value as a resource for children seems to be insufficiently recognised in most European Union (EU) and European Economic Area (EEA) countries. Advice from a pharmacist is invaluable, particularly because many medicines for children are only available off-label, or not available in the correct dose, access to a pharmacist for simple queries around certain health issues is often easier and quicker than access to a primary care physician or nursing service. Preventive dentistry is available throughout the EU and EEA, but there are few targeted incentives to ensure all children receive the service, and accessibility to dental treatment is variable, particularly for disabled children or those with specific health needs. Social care services are an essential part of health care for many extremely vulnerable children, for example those with complex care needs. Mapping social care services and the interaction with health services is challenging due to their fragmented provision and the variability of access across the EU and EEA. A lack of coherent structure of the health and social care interface requires parents or other family members to navigate complex systems with little assistance. The needs of pharmacy, dentistry and social care are varied and interwoven with needs from each other and from the healthcare system. Yet, because this inter-connectivity is not sufficiently recognised in the EU and EEA countries, there is a need for improvement of coordination and with the need for these services to focus more fully on children and young people.

Details

Issues and Opportunities in Primary Health Care for Children in Europe
Type: Book
ISBN: 978-1-78973-354-9

Keywords

Open Access
Book part
Publication date: 6 May 2019

Abstract

Details

Issues and Opportunities in Primary Health Care for Children in Europe
Type: Book
ISBN: 978-1-78973-354-9

Article
Publication date: 11 October 2021

Evi Chatzopoulou, Markos Marios Tsogas and Marina Kyriakou

The purpose of this paper is to investigate the effect of atmospheric cues encountered in the complex retail environment of pharmacies and, in addition, to test the boundary…

Abstract

Purpose

The purpose of this paper is to investigate the effect of atmospheric cues encountered in the complex retail environment of pharmacies and, in addition, to test the boundary conditions for the formation of experience-rich emotions. Following this rationale, the research succeeds to partially explain patronage decisions and behavior in pharmacies.

Design/methodology/approach

A quantitative methodology was used, using a structured questionnaire. Data were collected using a multistage sampling approach of days of the week and times of each day, seeking responses from customers exiting three, aesthetically diverse types of pharmacies in the wider area of Athens, Greece. Structural equation modeling techniques were used to test the measurement using SmartPLS3 statistical software.

Findings

The results primarily confirm the multidimensionality and complexity of atmospherics in pharmacies and the consequent effect on customers’ emotional state. Emotions, amplified by repeat visitation, have both a direct and a mediated effect on customer loyalty while emotional attachment acts as the mediator.

Originality/value

The recent elevation of pharmacies from a mere convenient shopping destination of mostly emergency goods to a shopping alternative for a wide variety of well-being goods and services, necessitates the shift of focus of research from the technical expertise of the pharmacist to the enabling dimensions of the retailing environment. The paper answers this need and test the boundary conditions for the development of experience-rich emotions in retailing. The proposed model indicates the significant impact of atmospherics in customer decision-making even in the complex setting of pharmacies.

Details

International Journal of Retail & Distribution Management, vol. 50 no. 2
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 23 March 2022

Sahar Abbasi, Hamed Aghakhani, Shahriar Azizi, Mohammad Peikanpour and Gholamhossein Mehralian

In recent years, corporate social responsibility (CSR) has taken on a more prominent role in both large and small businesses because of its significant impact on various aspects of

Abstract

Purpose

In recent years, corporate social responsibility (CSR) has taken on a more prominent role in both large and small businesses because of its significant impact on various aspects of business performance. To date, a growing body of literature has demonstrated the mechanisms whereby CSR practices affect organizational outcomes; however, there has been little research examining how CSR practices contribute to customer loyalty within the pharmacy context. As such, this study aims to explore how CSR practices influence the loyalty of pharmacy customers, particularly in relation to the mediatory effects of customer-company identification (CCI) and customer trust.

Design/methodology/approach

A survey questionnaire was developed and administered to collect the required data from the pharmacy context. The resultant data were subjected to exploratory factor analysis to identify the scale dimensions, followed by multiple regression analysis to test the hypotheses.

Findings

Analysis of the results (n = 528) revealed that perceived CSR indirectly impacts loyalty through the mediatory effects of trust and CCI. All hypothesized effects were also confirmed via empirical testing.

Originality/value

The findings of this research suggest that not only are CSR activities responsive to societal concerns, but they can also promote customer identification with pharmacies and strengthen customer trust, which can, in turn, lead to long-term customer loyalty.

Details

Social Responsibility Journal, vol. 19 no. 2
Type: Research Article
ISSN: 1747-1117

Keywords

Article
Publication date: 13 July 2015

Jaap Edo Wieringa, Katrin Christiane Reber and Peter Leeflang

This study aims to increase understanding of the factors that affect retail pharmacy performance. This paper investigates how various product-, store-, customer- and competitor…

2127

Abstract

Purpose

This study aims to increase understanding of the factors that affect retail pharmacy performance. This paper investigates how various product-, store-, customer- and competitor characteristics affect over-the-counter (OTC) drug sales and thus store performance.

Design/methodology/approach

This paper specifies and estimates a hierarchical model comprising scanner-based information, as well as individual-level data from a customer survey.

Findings

Results indicate that the drivers of retail pharmacy performance in OTC categories are different from those identified in traditional retailing research.

Originality/value

This is the first study that determines which factors impact the sales of OTC drugs in pharmacies.

Details

European Journal of Marketing, vol. 49 no. 7/8
Type: Research Article
ISSN: 0309-0566

Keywords

Article
Publication date: 14 June 2022

Shakiba Sadat Gavahi, Seyed Mohammad Hassan Hosseini and Arash Moheimani

Meeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an…

Abstract

Purpose

Meeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.

Design/methodology/approach

A literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.

Findings

Based on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.

Originality/value

This study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

Details

Benchmarking: An International Journal, vol. 30 no. 5
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 27 May 2014

Jason Perepelkin and David Di Zhang

The aim of this paper is to argue that quality alone is not enough; pharmacies need to develop a rapport with their customers and convey sincerity. Community (retail) pharmacy is…

Abstract

Purpose

The aim of this paper is to argue that quality alone is not enough; pharmacies need to develop a rapport with their customers and convey sincerity. Community (retail) pharmacy is an increasingly competitive industry. Service quality has been considered one of the key factors for pharmacies to differentiate and develop competitive advantage. The customers’ perception of the sincerity of the pharmacies mediates the relationship between quality and trust.

Design/methodology/approach

Through consumer intercept, we collected survey data from 150 customers in a western Canadian city who had filled a prescription at the pharmacy in the previous six months. Data were analyzed using structure equation modeling.

Findings

Our data revealed that while overall service quality has a positive influence on customer trust, perception of sincerity has a more immediate impact. The relationship between quality and trust was completely mediated through sincerity perception.

Originality/value

Service quality has been introduced to pharmacy management and produced many good results. However, the measurement of service quality has historically emphasized on physical evidence. The element of human interaction and subjective affective perceptions has been largely ignored because it is difficult to measure, hence difficult to reward and implement. Our study highlights the importance of personal interactions in the context of pharmacy quality management.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. 8 no. 2
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 1 April 2006

R.A. Schofield and Liz Breen

The purpose of this study is to investigate the customer's perception of service quality within the context of the pharmaceutical supply chain, and look specifically at the…

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Abstract

Purpose

The purpose of this study is to investigate the customer's perception of service quality within the context of the pharmaceutical supply chain, and look specifically at the supplier/customer relationship.

Design/methodology/approach

The research in question focuses on the trading relationship between a pharmaceutical wholesaler and its pharmacy customers. Existing literature shows that quality of the overall service is determined by the customer's perceptions of that service; therefore it is important that the supplier measures the customer's perception of service quality and understands what factors influence that perception and build this into their service delivery. The data were collected via a series of qualitative semi‐structured interviews with hospital and retail pharmacies located in the North West of England.

Findings

The findings show that pharmacy customers have a range of vitally important to less important criteria associated with good service quality and that pharmaceutical wholesalers as suppliers should aim to excel at the vital and important issues and meet those of lesser importance to satisfy customers expectations of service quality.

Research implications/limitations

This reinforces the importance of measuring customer expectations and incorporating outputs into service design to ensure a customer focus to the service provided. Further consideration should be given to adopting the SERVQUAL tool in conducting future research and analysis.

Practical implications

Suppliers should be aware that there are vital activities that customers expect to have performed/delivered and that they need to know what these are and excel at these, whilst managing less important criteria effectively.

Originality/value

This paper provides an insight into the customer‐supplier relationship within the pharmaceutical supply chain in the NHS, which will be of benefit to practitioners and academics in this field.

Details

International Journal of Quality & Reliability Management, vol. 23 no. 4
Type: Research Article
ISSN: 0265-671X

Keywords

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