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SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico

Rojas, Fernando ; Coluccio, Giuliani

Journal of technology management & innovation, 2021-08, Vol.16 (2), p.82-91 [Periódico revisado por pares]

Santiago: Universidad Alberto Hurtado; JOTMI

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  • Título:
    SERVQUAL Model with Interrelated Dimensions. The Case of The Pharmacy in Mexico
  • Autor: Rojas, Fernando ; Coluccio, Giuliani
  • Assuntos: Culture ; ENGINEERING, MULTIDISCIPLINARY ; interrelated dimensions ; Mexican culture ; Pharmaceuticals ; Pharmacy ; Quality of service ; relationships ; SEM ; SERVQUAL model
  • É parte de: Journal of technology management & innovation, 2021-08, Vol.16 (2), p.82-91
  • Descrição: This research is focused on understanding the interrelation between the different dimen- sions of the SERVQUAL model in the pharmaceutical area, which have differences in per- ceptions of service domains depending on the cultures in which they are immersed. To study the proposed relationships, we collect data of 100 pharmacy customers of Mex- ico and use SEM to test the relationship between SERVQUAL dimensions, purchase fre- quency, gender, and quality perception. Our results show that the SERVQUAL dimensions are interrelated, SERVQUAL dimen- sions and gender predict the perception of quality but not the purchase frequency. These results provide key information in order to understand in a better way the service quality in the pharmaceutical area. We develop a theoretical framework that is based on interrelationships between the dif- ferent dimensions of SERVQUAL, assuming that they are not independent of each other. This way of understanding SERVQUAL dimensions can provide relevant information to un- derstand better how individual perceptions affect the service quality in the pharmaceutical area.
  • Editor: Santiago: Universidad Alberto Hurtado; JOTMI
  • Idioma: Inglês;Português;Espanhol
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  • Realização: ABCD-USP USP   Logos de Redes Sociais: Freepik

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