{"title":"Pharmacy Satisfaction with Drug Wholesaler Services","authors":"P. Grussing, H. Hatoum, Gregory Zaborniak","doi":"10.3109/J058V08N03_06","DOIUrl":null,"url":null,"abstract":"A four-state study of pharmacy buying decision-makers' satisfaction with drug wholesaler services is reported. Based on service descriptors identified in focus groups and critical incident study, a questionnaire as developed and mailed to pharmacy buying decision makers in selected market areas. Pharmacies were randomly selected using pharmacy type and location straw. Three types of scales were used to measure dimensions of service importance/ satisfaction, attitudes toward the wholesaler and its service personnel and general service quality. Importance and satisfaction ratings are reported for pharmacy types and locations. Relationship among importance, satisfaction, service quality, and attributes of the firm and its service personnel are described","PeriodicalId":16734,"journal":{"name":"Journal of Pharmaceutical Marketing & Management","volume":"122 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2011-12-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Pharmaceutical Marketing & Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.3109/J058V08N03_06","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
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Abstract
A four-state study of pharmacy buying decision-makers' satisfaction with drug wholesaler services is reported. Based on service descriptors identified in focus groups and critical incident study, a questionnaire as developed and mailed to pharmacy buying decision makers in selected market areas. Pharmacies were randomly selected using pharmacy type and location straw. Three types of scales were used to measure dimensions of service importance/ satisfaction, attitudes toward the wholesaler and its service personnel and general service quality. Importance and satisfaction ratings are reported for pharmacy types and locations. Relationship among importance, satisfaction, service quality, and attributes of the firm and its service personnel are described
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