QUALITY SERVICE AND CUSTOMER SATISFACTION: A STUDY IN THE RETAIL PHARMACEUTICAL

Ano: 2012 | Volume: 2 | Número: 1

Autores: Helenita Rodrigues da Silva Tamashiro Tamashiro

Palavras-chave: service quality, client’s satisfaction, distribution networks, pharmaceutical retail

Resumo Inglês:

Starting on a discussion based on the redemption of the conceptual aspects of satisfaction and
expectations, the goal of such investigation is to verify if the services rendered by the distribution
networks of the pharmaceutical sector attend to their clients’ expectations and satisfaction level.
The deliberately non-probabilistic sample was composed by 91 executives involved directly in the
commercial relations established between pharmacies and the pharmaceutical products distribution
networks. The data collected by a survey was analyzed having as a base the calculation of
arithmetical mean and the application of linear regression to the variables “Expectation”,
“Perception” and “Satisfaction”, regarding the dimensions selected in the study. The results showed
that there is a low level of satisfaction regarding the services rendered by the distribution networks
of the analyzed sector.