Application of Quality Gap Modelto Measure Quality Of pharmacists Service in Retail Pharmaceutical Settings

Abstract

Pharmacy retail is growing at the rate of 20-25% annually. The organized pharma retail market size has the potential to grow to $9 billion by the year 2015. The adaptive research study focused on highlighting the facts like-To analyze existence of GAP5 (Difference in between expectation and perception of customer about the service provided) in Service quality model; To identify the important factors of service quality in retail pharmacy store and Relationship between perceived services quality and customer satisfaction. The attempt of research is causal in nature i.e. cause and effect. This study based mainly on the primary data collected through a developed questionnaire. The population selected was those who visited any retail pharmacy store with some general awareness about it. The method of purposive sampling is selected whereby patients have to fill the set of questions on the basis of the determinants. An attempt is done of 175 questionnaires to administer but we only received 157 questionnaires that were complete. Tools used for data analysis was reliability test, factor analysis, regression analysis. The finding of the research revealed that the overall service quality of retail pharmacy is low as expectations exceed perceptions meaning consumers desired more than what was offered to them.