DETERMINING CUSTOMER SATISFACTION IN THE PHARMACY USING THE "SERVQUAL" TOOL
DOI:
https://doi.org/10.52340/jecm.2023.04.05Ключевые слова:
pharmacy, customer, servqualАннотация
The SERQUAL research tool has been successfully used in successful organizations in Japan and Western developed countries. The use of the SERVQUAL (Service Quality) method establishes:
- The service/service is considered the best if the perceived (received) service exceeds the customer's expectations;
- Service/service is considered adequate or acceptable if the expectation is equal to the (perceived) received;
- The provided service (perceived) is classified as negative (unacceptable) if it does not correspond (does not justify, is less) to the customer's expectations;
This tool allows to actually measure the quality of the service according to the main issues, which is the difference between the expectation and the perceived service, and it is divided into 5 criteria.
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გიორგი ყაზიშვილი. საქართველოს საცალო ვაჭრობაში მომსახურების ხარისხის გაუმჯობესების მარკეტინგული გზები თანამედროვე ეტაპზე. დისერტაცია, 2016.
https://dspace.nplg.gov.ge/bitstream/1234/154097/1/Disertacia.pdf
Service Quality Level and Customer Satisfaction of Pharmaceutical Stores in Muar, Johor Muhammad Izzul Hilmi Ruzaihan, Fazian Hashi, Sabariah Eni1 & Rozlin Zainal; file:///C:/Users/user/Downloads/penerbit,+RMTB+Vol+1+No+1-69-79%20(1).pdf
The SERVQUAL Measuring Instrument Applied in Assessing “Service Quality and customer Satisfaction”;
https://www.diva-portal.org/smash/get/diva2:624578/FULLTEXT02.pdf
Pharmacies Customer Satisfaction and Loyalty – A Framework Analysis; https://core.ac.uk/download/pdf/9501807.pdf
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