Evaluation of the quality of service in a pharmaceutical group in Venezuela

Abstract

This article reports the results of a study whose objective was to evaluate the quality of service provided by a pharmaceutical group in Venezuela to help design a strategic plan in order to maintain current clients and increase market share in the market Pharmaceutical heading. Based on a literature review, an instrument based on the SERVQUAL, SERVPERF, RSQS and multidimensional constructs was designed and implemented as: perceived value, satisfaction and loyalty, containing items related to the management of a pharmacy, which, were valued by customers using a Likert scale. After evaluating the sample adequacy, three dimensions were identified through the Factor Analysis: Empathy, Tangible Aspects and Responsiveness, in which sixteen variables were grouped to measure the quality of service. This instrument presents evidence of reliability and validity of content, criterion and construct, since the results of the statistical tests performed were significant at 5%. The results of the evaluation allow the design of a strategic plan to increase the current level of service.