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

Q3 Business, Management and Accounting

Journal of Technology Management and Innovation Pub Date : 2021-08-01 DOI:10.4067/s0718-27242021000200082

Fernando Rojas, Giuliani Coluccio

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引用次数: 1

Abstract

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.

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具有相关维度的SERVQUAL模型。墨西哥药房的案例。

本研究的重点是了解SERVQUAL模型在制药领域的不同维度之间的相互关系，这些维度在服务领域的概念上存在差异，这取决于它们所处的文化。为了研究所提出的关系，我们收集了100名墨西哥药房顾客的数据，并使用SEM来测试SERVQUAL维度、购买频率、性别和质量感知之间的关系。我们的研究结果表明，SERVQUAL维度是相互关联的，SERVQUAL维度和性别预测了质量感知，而不是购买频率。这些结果为更好地了解医药领域的服务质量提供了关键信息。我们开发了一个基于SERVQUAL不同维度之间相互关系的理论框架，假设它们不是相互独立的。这种理解SERVQUAL维度的方式可以提供相关信息，以便更好地理解个人感知如何影响制药领域的服务质量。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Technology Management and Innovation Business, Management and Accounting-Management of Technology and Innovation

CiteScore

2.00

自引率

0.00%

发文量

审稿时长

12 weeks

期刊介绍： JOTMI is a quarterly indexed electronic journal, refereed and edited by Business and Economy Faculty at Alberto Hurtado University. Its mission is to publish original and novel literature in the fields of technology management and innovation; putting emphasis in topics relevant in a global fashion, remarking in Latin-Ibero-America and the Caribbean. The objective of the journal is to analyze the impact that global technological change has on society and to disseminate the best management practices of companies and organizations.