Development of a service quality scale for pharmaceutical supply chains

Abstract

PurposeThe purpose of this paper is to develop a scale for the measurement of service quality in pharmaceutical supply chains.Design/methodology/approachA total of 413 pharmaceutical retailers working in the two biggest cities of Pakistan responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with four dimensions and ten items.FindingsFindings of this research are consistent with other service quality studies. There is no universal set of dimensions and items that determine service quality across a section of service industries. Service quality measurement must be adapted to fit the context.Research limitations/implicationsConvenience sampling was undertaken for this research. This research contributes to the measurement of service quality by developing a valid and reliable measurement scale in a previously ignored sector.Practical implicationsThe scale developed in this research can be used by pharmaceutical distribution companies in Pakistan to measure, control and improve the service quality provided to pharmaceutical retailers.Originality/valueThis research provides framework to researchers to build up more pharmaceutical supply chains service quality scale development studies in similar situations so that more concrete generalizations can be made.