Relationships between supply performance of pharmacies in Chile and their quality of customer service
International Journal of Pharmaceutical and Healthcare Marketing
ISSN: 1750-6123
Article publication date: 11 September 2018
Issue publication date: 14 November 2018
Abstract
Purpose
This paper aims to describe relationships between constructs adapted to the pharmaceutical field with respect to the measurement of the supply chains strategic and operational performance in private pharmacies, relating it to the quality of service perceived by users.
Design/methodology/approach
Relationships among the indicated constructs were validated through the use of structural equation models. This study includes the use of questionnaires adapted and applied to suppliers (pharmaceutical chemists and supply staff), operational managers (pharmacy assistants) and users (patients and clients) who visit different segments of pharmacies, such as chain businesses and independents located in the region of Valparaíso, Chile. The sample collected information from 128 establishments and 601 people, through which different relationships between segments were compared.
Findings
A structural model was validated on the basis of statistical principles. Furthermore, positive relationships were observed in the constructs studied where pharmacy chains had a statistical significance of less than 5 per cent between the responsibility of the supply process and the experience of the users, whereas independent pharmacies had a very significant causal relationship between operational managers and users.
Practical implications
The proposal can help predict the quality of service perceived by the user based on the behavior of sales and supply staff, which may be similar in other markets with similar characteristics.
Originality/value
The structural model proposed is original and adapts measurement scales validated from previous studies to be able to apply them in the pharmaceutical retail market.
Keywords
Acknowledgements
This research was partially funded by “Grants-CONICYT” of the National Commission for Scientific and Technological Research (CONICYT), Government of Chile.
Citation
Rojas, F., Coluccio, G. and Vega, J. (2018), "Relationships between supply performance of pharmacies in Chile and their quality of customer service", International Journal of Pharmaceutical and Healthcare Marketing, Vol. 12 No. 4, pp. 433-446. https://doi.org/10.1108/IJPHM-07-2017-0042
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited