Abstract
ABSTRACTThis study examined the quality of service (QOS) construct within the retail pharmacy setting, with a special emphasis upon the chain component. A 26-item, three-dimensional instrument was adapted to measure the quality of service assessments of both retail pharmacy patrons and retail pharmacists. The resulting PHARM-SERVQUAL scale measured both perceived quality (PQ) and expected quality (EQ) constructs to calculate QOS as a difference score (QOS = PQ - EQ). The utilization of the EQ and PQ antecedent constructs to define QOS as a difference score can potentially provide diagnostic insights into the adequacy of particular components of the service delivery blueprints of retail pharmacies.
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